Customer feedback is the gift that lifts your business

Customer feedback truly is a gift! 

With TalkBox’s native Feedback Tracking Feature, which calculates your Net Promoter Score (NPS), it constantly gives back to your business.

The critical elements to understanding how your business is performing are: 

  • First impressions 
  • Knowing how customers feel after a renovation
  • Changes made to your menu
  • How the front-of-house team is performing

Asking customers how likely they are to recommend you to a friend is a great way to take the pulse of your business. A bit like mystery shopping but free and from actual customers.

How does it work?

Adding a request for feedback to a welcome message, a milestone visit message or even to your regular communications is as simple as dragging and dropping in TalkBox.

Check out our support article here for easy instructions.

Depending on the response your customer gives, they will receive a customised message for:

  • Detractors (0-6)
  • Neutrals (7-8) 
  • or Promoters(9-10)

For detractors it’s vital that they feel heard, so the message needs to be carefully crafted to set an expectation about how you might handle the situation.

Another way that NPS Feedback can help your business is to get user-generated reviews on your Google, Facebook business page or other review platforms. By simply adding a link to the response email that Promoters (customers that score you above 8) get, you can ask customers to add their review on these key pages.

User-generated content is valuable in terms of SEO ranking and it also gives prospective customers an opportunity to learn more about your business.

Did you know that according to Perceptive the Industry Benchmarks, the NPS score for Hospitality is 29.

To calculate your NPS score subtract the percentage of customers who are detractors from the percentage who are promoters. Between -100 and +100, which is your NPS.

Time to find out how your business stacks up?
Niel Vaughan
Author: Niel Vaughan