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What is at stake?
Why is it important?
➡️ Implementing qualitative and quantitative evaluations with the target audience allows the startup to consider customer feedback on its product or service.
➡️ 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 minimize instances of poor/under/over consumption of products and services.
3 key steps to take action
1️⃣ Implement satisfaction measurement tools like NPS (Net Promoter Score)
2️⃣ Actively seek customer feedback
- Send feedback request emails at different stages of the customer journey to assess satisfaction and 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 Evolve the product by synthesizing customer feedback and communicating it to the "product" teams
📚 Resources and further reading
📖 Tout savoir sur le Net Promoter Score (NPS) (Vocaza)
Article written by Vocaza, a software company specializing in customer experience improvement.
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