{"id":108731,"date":"2020-08-11T00:53:35","date_gmt":"2020-08-11T07:53:35","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=108731"},"modified":"2020-08-11T00:53:35","modified_gmt":"2020-08-11T07:53:35","slug":"tuesday-morning-cx-thoughts-nps-plus-customer-surveys","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tuesday-morning-cx-thoughts-nps-plus-customer-surveys\/","title":{"rendered":"Tuesday Morning CX Thoughts \u2014 Understand customer churn and root cause with NPS+"},"content":{"rendered":"<h2>Can you change?<\/h2>\n<p><span data-preserver-spaces=\"true\">After several months, I\u2019m taking my first dip back into traveling. Multiple stops across two weeks with some driving in between. The first leg is taking my daughter back to college. Circumstances being what they are, we had to wait to find out how things were going to be running before we were able to schedule the time. <\/span><\/p>\n<p><span data-preserver-spaces=\"true\">One of the m<\/span>any messages was the line \u201cuntil we are able to operate as we did before.\u201d<span data-preserver-spaces=\"true\"> I\u2019m left to wonder why any organization &#8211; a business, a university, or even the government &#8211; would want to run the way it did before. This isn\u2019t about a \u201cnew normal,\u201d but looking at opportunities to change the way to do things, and this pandemic has been a golden opportunity for that. <\/span><\/p>\n<p><span data-preserver-spaces=\"true\">While we\u2019re still in flux, it is a great time to look at things we\u2019ve been doing wrong for our customers &#8211; even if they didn\u2019t know it, like cleanliness &#8211; and adapt our businesses.\u00a0<\/span><\/p>\n<h2>Research innovation<\/h2>\n<p><span data-preserver-spaces=\"true\">I recall early on in my career, a disruptive innovation came along. While we are all accustomed to the internet these days, back then, it was an unknown entity in research. Companies were looking to capitalize on this new tool; market research was no different. <\/span><\/p>\n<p><span data-preserver-spaces=\"true\">However, it also represented a threat to the way business had always been done. Before that, surveys had been conducted by telephone and other methods that cost quite a bit. The introduction of web surveys promised a faster feedback cycle, but it would hit the topline. <\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Across the industry, many companies were slow to adapt, which allowed other companies to innovate and come in and fill that void. Those revenues they were trying to protect began to decrease anyway.\u00a0<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">As I look at the changes in all industries as a result of the pandemic, it is easy to reflect on those simple things we should be considering. Better cleaning methods, contactless payments, and perhaps even cashless businesses.\u00a0<\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/complete-guide-to-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">Customer Experience<\/span><\/a><span data-preserver-spaces=\"true\">\u00a0(CX) is no different, simple things such as\u00a0<\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/blog\/contactless-experience-measurement\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">contactless experience measurement<\/span><\/a><span data-preserver-spaces=\"true\">\u00a0should be considered standard.<\/span><\/p>\n<p>If you\u2019re interested in Customer Experience topics, we think you might enjoy reading: <a href=\"https:\/\/www.questionpro.com\/cx\/csat\/nps-vs-csat.html\" target=\"_blank\" rel=\"noopener\">NPS vs CSAT surveys<\/a><\/p>\n<h2>A better experience for the customer<\/h2>\n<p><span data-preserver-spaces=\"true\">However, like many other businesses and industries that should be looking at everything, research should not just evolve but also take major shifts. That is why we introduced\u00a0<\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/features\/advanced-net-promoter-score.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">NPS+<\/span><\/a><span data-preserver-spaces=\"true\">, to take on the challenges of too many surveys, too many questions, and still not having enough answers. Being able to understand root cause,\u00a0<\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/cx\/nps\/predictive-churn.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">measuring churn<\/span><\/a><span data-preserver-spaces=\"true\">, and developing new ideas through\u00a0<\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/cx\/nps\/innovation-co-creation.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">customer co-creation<\/span><\/a><span data-preserver-spaces=\"true\">\u00a0are some of the great benefits of this approach. <\/span><\/p>\n<p><span data-preserver-spaces=\"true\">While that is a benefit for companies and researchers, there is a great benefit for the respondents &#8211; shorter surveys and easier experience. That should be an ongoing goal. What innovations do you see coming out of a post-pandemic world in research? Have you already started introducing them?<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">This week I was honored to host two of our clients as we discussed the challenges in understanding the Voice-of-the-Customer in a B2B2C environment. Now on-demand, watch that discussion <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/info.questionpro.com\/connecting-with-customers-inapp-cx\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">here<\/span><\/a><span data-preserver-spaces=\"true\"> and discover unique solutions for our clients\u2019 needs.<\/span><\/p>\n<p class=\"p1\"><b>At QuestionPro, we work on what we believe in.\u00a0<\/b><a href=\"https:\/\/info.questionpro.com\/meetings\/kenneth-peterson\" target=\"_blank\" rel=\"noopener\"><span class=\"s1\">Schedule a demo with Ken<\/span><\/a> and discover how to boost customer loyalty and collect valuable consumer insights through our CX survey and analytics management platform.<\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Learn more about QuestionPro CX<\/strong><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Can you change? After several months, I\u2019m taking my first dip back into traveling. Multiple stops across two weeks with [&hellip;]<\/p>\n","protected":false},"author":46,"featured_media":116708,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[169,170],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Tuesday Morning CX Thoughts \u2014 Understand customer churn and root cause with NPS+ | QuestionPro<\/title>\n<meta name=\"description\" content=\"After this pandemic, like many businesses and industries that should be looking at everything, research should make major shifts. 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