Catégorie
4. Customers & Users
Sous-catégorie
4.2. Quality & Customer Support
Stade
Seed
What is at stake?
How to ensure the value, relevance, and sustainability of your offering to customers over time?
Why is it important?
➡️ Qualitative and quantitative evaluations with the target audience allow startup to understand customer feedback about their products and services.
➡️ The idea is then to aggregate this feedback within a continuous improvement framework to measure effectiveness and sustainability of the offered services and products, in order to best meet expressed expectations and needs.
➡️ This continuous improvement approach also helps to minimize instances of poor/under/over consumption of products and services.
Three key steps to take
1️⃣ Use satisfaction measurement tools like NPS (Net Promoter Score)
2️⃣ Actively seek customer feedback
- Send out feedback request emails at various stages of the customer journey to assess satisfaction and to ensure that the promised value is consistently delivered.
- Schedule qualitative appointments with customers to determine:
- If the product remains effective
- If it is still being used
- If there are improvements to be made
- If it still meets their needs
3️⃣ Continue to develop the product by synthesizing customer feedback and communicating it to the "product" teams
📚 Resources and further reading
‣
📖 Everything to Know on the Net Promoter Score (NPS)
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