Asia Data

For example, our NPS indicator (reflecting customer loyalty) for the last year among clients for whom work was carried out on setting up Bitrix24 portals and creating websites based on 1C-Bitrix, is 100%. At the same time, the average NPS in our region is 67%. Group 1.pngBut these are the assessments that the vendor (1C-Bitrix) requests from clients after the project is australia email list delivered in their personal account. It would seem to be an unbiased assessment. Does this mean that we have nowhere to grow in terms of service and quality? We decided to check this and made our own automated funnel for measuring NPS. However, we thought that if we call and ask questions, the assessments will be less truthful, and we decided to write in a messenger. In addition, this allowed us to create a fully automated process. You only need to visit once a quarter, analyze and draw conclusions. And it is also absolutely free.Group 2 (1).jpgIn short, all closed projects form new deals in the NPS funnel. The robot sends a request to the employee responsible on the client's side in WhatsApp to indicate whether he is satisfied with the cooperation. We decided that at the first stage it is simply important to us whether he is satisfied or not. If satisfied, we ask to leave a review and give an hour of technical support for this. If not satisfied, we ask to write what went wrong and transfer the deal to the development director to resolve issues and take measures so that such situations do not arise in the future.Group 4 (1).pngAnd here are the results for the first quarter of the system's operation: The client is satisfied - 57% (of which 23 left a review%) No response received - 39% The client is not satisfied - 4% (no reviews left) These statistics are already more interesting than those in the 1C-Bitrix account. Firstly, we understand that in general people are ready to leave their assessment, even when communicating with a robot, and every fourth even leaves their review! Secondly, we see that we are not perfect, there are dissatisfied clients and we have the opportunity to work out these dissatisfactions and improve our processes.