How NPS Customer Feedback Drives Product Improvements ????

The following interview was led by Zensai Customer Experience Lead, Marjoannika Nyman . In her position, Marjoannika plays an ambassadorial role in developing a stronger customer experience mindset and culture within our business. She also leads a cross-functional collaboration with members from customer success, marketing, sales, product development, and customer support to identify areas for improvements and drive initiatives that enhance the overall customer experience.

At Zensai, our commitment to delivering the best possible experience for our customers is unwavering. As the Customer Experience Lead at Zensai, I work with our team to continuously enhance our services, ensuring that we treat our customers in the best possible way, every day. One of the key tools we use to measure and improve customer experience is the Net Promoter Score (NPS). In truth, I believe the NPS customer feedback we receive, among other customer voice data, is some of the most valuable information our team can source regarding our products and services.

NPS is a simple yet powerful metric that gauges customer satisfaction and loyalty. We measure it through a single-question survey: How likely is it that you would recommend Zensai to a friend or colleague?

This question is followed by an opportunity for open feedback. We target this survey twice per year to our customers’ primary contacts. Each month, we register over 20 NPS customer feedback responses, and every piece of feedback is reviewed by the customer’s Success Manager.

Additionally, our Cross-functional Customer Experience Team analyzes this feedback twice a year, recommending action items to our customer service and product teams to enhance our service and product experiences.

We receive many ideas for both service and product improvements and appreciate the valuable input from customers. Accordingly, I sat down with Karin Blomqvist , our Director of Product Management, for an insightful interview, all about a few recent product improvements inspired by NPS customer feedback.

Dive into the interview via the link in the comments ????????♀?