How happy are your customers?

Improving customer happiness grows your business.

Improving Your Customer Service

How to measure your customers happiness.

Imagine you could measure your customer happiness with a number – a score that you can compare against other like businesses to see how well you're doing, or how much you need to improve. Jago gives you exactly that: A measure of your customer happiness in a number.

It all begins with one question for your customers:

“How likely are you to recommend this business to a friend or colleague?”

Jago provides you with your Net Promoter Score® (NPS), the exact same approach used by most of the world's leading brands and service providers.

Why you should measure it?

Your customer service delivery isn't static. Your service could be great today, but average tomorrow.

At a glance, Jago will let you know how happy your customers are, and how likely they are to recommend your business to other people.

It will also show you how many customers are not happy and likely to leave you for a competitor.

Your customers are constantly reviewing your performance, you need Jago to make sure you're always hearing them.

Jago makes measuring customer happiness easy.

Jago makes it seriously simple to ask all of your customers how they rate their experience with you at the best possible time – straight after they have interacted with your business.

The experience will be fresh in their minds and they will be more honest as a result. It also means that if they've had a problem you can act on it straight away, so you don't lose a customer or get a negative online review.

How your score is calculated

After customers rate your business, they are split into three types:

Detractors

A score of 6 and below.

They are unimpressed by your product or service, they likely won’t buy from you again, and could spread negative word of mouth.

Passives

A score of 7 or 8

They are generally satisfied, but could easily switch to a competitor.

Promoters

A score of 9 or 10.

They love your company’s products and services, will purchase again, and recommend your business to others.

Promoters

A score of 9 or 10.

They love your company’s products and services, will purchase again, and recommend your business to others.

Passives

A score of 7 or 8

They are generally satisfied, but could easily switch to a competitor.

Detractors

A score of 6 and below.

They are unimpressed by your product or service, they likely won’t buy from you again, and could spread negative word of mouth.

The higher your score, the happier your customers are, and the more your business grows.

The Net Promoter Score® is worked out by taking away the percentage of detractors from the percentage of promoters, leaving a score between -100 and 100.

If all customers were detractors, the NPS would be -100. However, if all of the customers were promoters, then the total NPS would be 100.

Using NPS has been clearly shown to be a key indicator of business growth - in short, the better your NPS score the better your financial performance.

NPS®, Net Promoter® & Net Promoter® Score are registered trademarks of Satmetrix Systems, Inc.,Bain & Company and Fred Reichheld.

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