At Ligentia, customers are at the centre of everything we do, and we are constantly looking for ways to improve customer experience. We’ve realised that we can do even better when it comes to really hearing what our customers have to say. So, we’ve got a couple of plans in the works for 2023 to make sure we’re doing just that.
First up, we’re rolling out a shiny new tool to measure customer satisfaction. Embedded in your emails, this will allow customers to give us instant feedback on their experience with our Customer Success team. This functionality is backed by a BI tool that has inbuilt dashboards and reporting capabilities, so we will instantly know where we are doing great, and where we can do better.
In addition to the customer satisfaction tool, we will also be conducting Net Promoter Score (NPS) surveys on a twice yearly basis in 2023 and beyond. NPS surveys are a widely used method for measuring customer loyalty and satisfaction. This initiative will provide a more comprehensive view of the customer experience, and will allow us to identify trends and patterns in customer feedback.
All of this means that we’ll be able to make data-driven decisions about how to improve our customer listening process and make sure we are able to tap into what’s on our customers’ minds. We’re dedicated to understanding our customers’ needs and concerns and this is just the next step in that journey.
You will start to see these changes rolled out soon. If you have any questions about this initiative, please reach out to your Customer Experience Manager.
Anthony Plummer
Global Customer Director