One way to know if your resort or business is providing a great customer experience is by surveying them at certain touch points during and after an interaction.
Today, there are a vast number of online services that can help resorts and businesses get feedback from their owners, guests and customers - and many of them are free or low cost.
One client asked EVC Marketing to assist in the development of a customer satisfaction survey to see how well they were doing.
EVC Marketing suggested implementing a Net Promoter Score (NPS) survey which is quick and simple to organise and provides instant feedback.
The aim of the NPS is simple: To find out if your clients or customers would recommend you to someone else?
By using a standard NPS survey template, with just two questions, the company was able to see quickly what their customers thought. They could see how happy their customers were and then gauge their performance over time with further NPS surveys in the next few months.
In this case, our client emailed the survey to their users, but the survey can also be embedded into your website, a weblink added to other communications or social media or even taken manually.
Net promoter scores are produced by asking respondents to rate the likelihood they would refer your business to someone else, using a scale from 0 to 10.
Using your customers’ answers, you can identify the percentage of customers who would promote you, and use this number to gauge your performance over time.
EVC Marketing can provide the necessary skills for you to implement your own NPS or other customer satisfaction surveys. Call us today to find out more.
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