Customer and employee experiences are based on personal emotion, so they change easily. Actively follow the emotional state both inside and outside your organization so you know where your brand is evolving.
The number alone does not justify why your customers or employees rate their experience at the certain level. Wouldn’t you like to know what you can do to improve their experience of your organization?
Analyzing open feedback manually is slow and silent signals and rising themes go often unnoticed. In the 2020s, artificial intelligence is a secure solution that answers to the challenges of analysis.
Giving feedback is often perceived as an arduous process, so the response rates may be low. When you receive feedback, make sure you utilize it in your product development or work community. Visible changes motivate your target audience to communicate with you.
Do you have a product or a service that has thousands or tens of thousands of monthly users? Or do you have more than 1,000 employees whose mood you want to follow? With Aiwo, you analyze real-time survey results collected from both your customers and employees.
The operating principle of Aiwo is simple:
Net Promoter Score (NPS) and Employee Net Promoter Score (eNPS) are widely used satisfaction metrics that tell you how likely your customers and employees would recommend your organization to their acquaintances.
The answers to the survey are offered on a scale of 0 (very unlikely) to 10 (very likely). Customers are divided into three categories based on their response: detractors who give a score from 0 to 6, passives who give a score from 7 to 8, and promoters who give their score from 9 to 10.
But how NPS score is calculated? The NPS recommendation index is obtained by subtracting the percentage of detractors from the percentage of promoters. The best possible result is 100, and the weakest possible result -100.
Most times NPS and eNPS surveys are criticized for being ambiguous and not providing direct development suggestions to the organization. Aiwo is the solution to this.
The NPS score does not open the causal relationships behind the experience, nor does it reveal whether a customer who gave a low rating was dissatisfied with, for example, the feature of your product or the service the customer received in your store.
In addition, the numerical estimate alone does not tell what matters bother customers who gave a 5 as NPS score and what kind of challenges the customers have who recommend the service with a score of 9.
Open feedback on NPS and eNPS surveys is a valuable channel in developing customer and employee understanding. Aiwo's solutions for developing employee experience and customer experience highlight recurring themes in open feedback and rising trends that also help you catch the root causes of the experience.
Add the ability for open feedback to your NPS and eNPS surveys and analyze the mood from the information you collect from your customers or employees in real time. With Aiwo, you can see concretely which part of your product, service or organization is not working, so you know how to focus the development measures accurately and correctly.