How easy is it to double the number of online reviews your business has? Not as hard as you’d think when you fix the leaky bucket that is the current process for most businesses.
For one of our clients, they’d been using a NPS survey to monitor their key staff and how well they were serving their clients.
This process was broken for a few reasons:
Asking at the wrong time
Not capturing feedback from the 1-2 ratings and the 9-10 ratings
Leaving their clients on a blank Survey Monkey screen upon completion
No incentive
We fixed the process by:
Asking for feedback at the right time via email or SMS (dependant on the client)
Stating the length of time to complete survey
Offering a monthly prize draw as the incentive to bump up participation
Creating a short link to the survey
Adding an online review request for people who rated the business 7+ out of 10
Asking for detailed feedback for all reviews less than 3 out of 10
This process fixed their leaky bucket and dramatically increased the number of people who left feedback.
What I’ve learnt today about creating change in people’s processes: Be understanding. Seriously, be empathic and accept that people are so filled with information that they need to turn the huge ship of their habits and processes around to start seeing things the way you see them. Nurture people into new habits. Working with a …
Further question details We currently manage large customer and prospect lists in multiple Google Sheets and Excel. We want to migrate this into a cloud database. We do not current have a database setup, so we will need to create one based on an example customer list and handle migration of our lists into the …
My brother won a golden ticket a few years ago and gave it to our family to visit the Nestle chocolate factory. That’s where I met Ruth & Charlotte (not their real names), working the end of the line for one type of chocolate bar. The final machine would pass them each a few dozen …
What I’ve learned from working on automating some tasks for an insurance broker: Email is the biggest time killer for insurance brokers. It’s not the tool, it’s the process. If you’re using your inbox as another to-do list, you’re doing things inefficiently and limiting your companies growth Having silos of information is important Having one …
Results: Doubled online reviews
How easy is it to double the number of online reviews your business has? Not as hard as you’d think when you fix the leaky bucket that is the current process for most businesses.
For one of our clients, they’d been using a NPS survey to monitor their key staff and how well they were serving their clients.
This process was broken for a few reasons:
We fixed the process by:
This process fixed their leaky bucket and dramatically increased the number of people who left feedback.
Related Posts
Handling change
What I’ve learnt today about creating change in people’s processes: Be understanding. Seriously, be empathic and accept that people are so filled with information that they need to turn the huge ship of their habits and processes around to start seeing things the way you see them. Nurture people into new habits. Working with a …
I need a custom CRM web app and database
Further question details We currently manage large customer and prospect lists in multiple Google Sheets and Excel. We want to migrate this into a cloud database. We do not current have a database setup, so we will need to create one based on an example customer list and handle migration of our lists into the …
The day a machine replaced Ruth & Charlotte
My brother won a golden ticket a few years ago and gave it to our family to visit the Nestle chocolate factory. That’s where I met Ruth & Charlotte (not their real names), working the end of the line for one type of chocolate bar. The final machine would pass them each a few dozen …
Using Podio as an insurance broker
What I’ve learned from working on automating some tasks for an insurance broker: Email is the biggest time killer for insurance brokers. It’s not the tool, it’s the process. If you’re using your inbox as another to-do list, you’re doing things inefficiently and limiting your companies growth Having silos of information is important Having one …