Customer Follow Up

“If you don’t measure it, you can’t manage it!”

ISB can measure your business through mystery shop calls or through CSI calls 24/48 hours after the Customer experience. CSI calls can be structured to meet your Franchise standards or you can develop your own bespoke scoring mechanism.

Either way we can help you measure your service level, giving you an insight on How your customers really feel .

NPS

Asking the “Ultimate Question” and combining that with simple Net Promoter Scoring you can easily find out what your customers think of you.

Net Promoter Scoring (NPS) is based on the fundimental perspective that every company´s customer can be divided into 3 catagories. Customers can be catagorized according to their answer to “The Ultimate Question” based on a 0 to 10 point rating scale with “0” representing the extreme negative and “10” representing the extreme positive end.

Promoters (those who answer 9 or 10) are loyal enthusiasts who keep buying from a company and urge their friends to do the same.

Passives (those who answer 7 or 8) are satisfied but unenthusiastic customers who can easily be wooed by the competition.

Detractors (those who answer 0 to 6) are unhappy customers trapped in a bad relationship.

NPS leaders outgrow their competitors in most industries—by an average
of 2.5 times. Below are the scores of some Net Promoter Stars:

Harley-Davidson 81‰
Costco 79‰
Amazon 73‰
eBay 71‰
Apple 66‰

Let ISB measure your business through our new portal www.mycsi.co.uk (call 01302 954954 for details)