Zendesk, Inc. today launched its Net Promoter Score (NPS) surveys, built to enable organizations to gather and analyze customer feedback from the same customer service platform they use to interact with customers.
NPS can measure an organization’s customer loyalty over time proactively, instead of measuring satisfaction only after specific interactions.
“Customer feedback should not be an afterthought; it should be integrated into a company's ongoing engagement with its customers,” said Sam Boonin, vice president of product marketing at Zendesk. “NPS surveys in Zendesk give organizations a way to regularly gauge the long-term health of their customer relationships, all from the same platform they already use to interact with their customers.”
In Q3, Zendesk’s Benchmark report examined responses from the 230 companies piloting NPS, which showed customer service is a key component of the company’s overall rating in NPS.
Zendesk also found customers were twice as likely to leave a written comment on NPS as on customer satisfaction surveys, and, in industry news, organizations in Peru, Argentina and Italy had the biggest gains in customer satisfaction from Q2.
The full report is available here.
