Integrating Net Promoter Score (NPS) surveys with Quarterly Business Reviews (QBRs) can be a potent strategy for enhancing response rates and gathering valuable customer feedback. This collaborative approach not only improves your understanding of customer sentiment but also strengthens the overall effectiveness of your QBRs. In this guide, we'll explore why you should seek to merge NPS surveys with your QBR process to achieve higher response rates.
Clientshare have been helping large enterprises in the FM, Logistics, BPO, RPO and IT Services sectors to improve their Quarterly Business Reviews. We have developed Pulse, our Quarterly Business Reviews (QBRs) platform with in-built NPS and CSAT, to do just that. 1-in-2 FTSE100 businesses now use Pulse and we couldn’t be prouder of the impact it is making on their QBRs, retention and growth.
8 reasons to combine NPS with your Quarterly Business Reviews (QBRs) to increase response rates:
Synchronise NPS timing with QBRs: Arrange your NPS surveys to align with your QBRs. This coordination ensures that customers are already engaged with your business thanks to the upcoming review, increasing the likelihood of their participation in the survey.
Emphasise the connection: When dispatching your NPS surveys, clearly convey the link between the survey and the upcoming QBR. Explain that their feedback will directly influence the discussions and decisions made during the review, underscoring the significance of their input.
Incorporate NPS questions into QBR agenda: During your QBRs, incorporate NPS-related questions into your agenda. For instance, seek feedback on specific aspects of your products or services pertinent to the NPS survey. This reinforces the correlation between the survey and the review.
Discuss NPS results during QBRs: Dedicate a section of your QBR meetings to the discussion of NPS results. Share the overall NPS score and any noteworthy feedback received. This demonstrates your commitment to taking customer feedback seriously and addressing their concerns.
Create action plans together: Utilise the NPS feedback as a foundation for action plans during your QBRs. Collaborate with your team and clients to devise strategies for enhancing customer satisfaction based on the survey results. This active engagement encourages customers to participate in future surveys, knowing that their input leads to positive changes.
Follow up after the QBR: Subsequent to your QBRs, follow up with customers who provided NPS feedback. Share the progress made on the action plans and express your appreciation for their participation. This underscores your dedication to continual improvement and encourages ongoing engagement.
Automate NPS surveys: Simplify the process by automating NPS surveys. Employ tools and platforms that enable you to schedule and send surveys at the appropriate times, making it more convenient for both your team and customers to remain engaged.
Provide incentives (if appropriate): Consider offering incentives such as discounts, gift vouchers, or exclusive content to customers who complete the NPS survey. While this approach should be used judiciously, it can be an effective means of increasing response rates.
Final thoughts:
By strategically merging NPS surveys with your Quarterly Business Reviews (QBRs), you can significantly enhance response rates while augmenting the value of your QBR meetings. This approach not only demonstrates your commitment to customer feedback but also empowers you to make data-driven decisions that foster growth and customer satisfaction. Ensure you maintain a continuous feedback loop, refining your approach based on customer responses and evolving business requirements.
What next?
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