I was going through some of our old client data and discovered something very interesting. In every single case where a client has adopted the broad outlines of the kind of survey process we advocate in Agile Customer Feedback, the client has seen substantial long-term gains. For example:
- Client A: +10 to NPS
- Client B: +12 to CSAT with the support incident
- Client C: +14 to Call Sat in the contact center
- Client D: +13 to Call Sat
These improvements are changes in full-year survey scores from the first year we started working with each client up to the most recent year we have comparable survey data.
I didn't include all our clients on this list, but we have seen statistically significant (and often remarkable) improvements in survey scores at every single client where we:
- Conduct real-time phone interviews of their customers after a customer experience,
- Deliver the feedback to the front lines of the organization in real time, and
- Have at least two years of survey data.
It's not often in the business world where you can honestly say you have a solution that works every time. But in our case it's true. Every single time we've implemented an Agile Customer Feedback process for a client, it's delivered significant and sustained improvements over the long term.