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Skill Topic ยท Cinematic

๐Ÿ“Š Topic 11: Customer Feedback & Surveys โ€” Customer Ki Awaaz Suno!

Overview
๐ŸŒŸ

๐Ÿ“Š Topic 11: Customer Feedback & Surveys โ€” Customer Ki Awaaz Suno! โ€” Quick Facts

๐Ÿ“Œ

Metric: Measures

๐ŸŽฏ

NPS: Loyalty & advocacy!

โšก

CSAT: Satisfaction!

๐Ÿ”‘

CES: Ease of experience!

Topic 1
๐Ÿ“ฅ ๐Ÿ“ฅ ๐Ÿง  ๐Ÿ”ฌ ๐Ÿ’ก ๐ŸŽฏ

P21: Customer Service & Support โ€” Customer Ko Khush Karo!

๐Ÿ“š Aliens School โ€” Skill Library (HIEN Edition) "Your most unhappy customers are yourโ€ฆ
Topic 2
๐Ÿ’ก

๐Ÿ“Œ Is Topic Me Kya Hai?

๐Ÿ’ก ` โ”Œโ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ” โ”‚ TOPIC 11: FEEDBACK & SURVEYS! โ”‚ โ”‚โ€ฆ
Topic 3
๐Ÿ“ฅ ๐Ÿ“ฅ ๐Ÿง  ๐Ÿ”ฌ ๐Ÿ’ก ๐ŸŽฏ

๐Ÿ“Š The Big 3 Metrics โ€” NPS, CSAT, CES

๐ŸŽฏ ` 1. NPS โ€” NET PROMOTER SCORE: โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ• Created by Fred Reichheldโ€ฆ
Topic 4
โœจ

๐Ÿ“Š Comparison Table

โญ | Metric | Measures | Question Type | Best For |โ€ฆ
Topic 5
๐Ÿ“ฅ ๐Ÿ“ฅ ๐Ÿง  ๐Ÿ”ฌ ๐Ÿ’ก ๐ŸŽฏ

๐Ÿ“ Survey Design Best Practices

๐Ÿ”‘ ` SURVEY DESIGN RULES: โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ• 1. KEEP IT SHORT: โ†’ 3-5 questions MAX! โ†’ Underโ€ฆ
Topic 6
๐Ÿ“ฅ ๐Ÿ“ฅ ๐Ÿง  ๐Ÿ”ฌ ๐Ÿ’ก ๐ŸŽฏ

๐Ÿ”„ Closing the Feedback Loop

โœจ ` THE FEEDBACK LOOP: โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ• Most companies: Collect โ†’ Forget! โŒ Greatโ€ฆ
Topic 7
๐Ÿ”’

๐ŸŽ™๏ธ VOC โ€” Voice of Customer Programs

๐ŸŒŸ ` VOC PROGRAM FRAMEWORK: โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ• Voice of Customer = systematic way toโ€ฆ
Topic 8
๐Ÿš€

๐Ÿ“ˆ Feedback Analysis Tools

๐Ÿš€ ` SIMPLE ANALYSIS METHODS: โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ•โ• 1. TAG & COUNT: โ†’ Tag each feedbackโ€ฆ
Topic 9
๐Ÿ“ฅ ๐Ÿ“ฅ ๐Ÿง  ๐Ÿ”ฌ ๐Ÿ’ก ๐ŸŽฏ

๐Ÿ”‘ KEY POINTS โ€” Top 10 Takeaways!

๐Ÿ“š ` โ”Œโ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ”€โ” โ”‚ ๐Ÿ”‘ KEY POINTS: โ”‚ โ”‚ โ”‚ โ”‚ 1. NPS =โ€ฆ
Topic 10
๐Ÿ“ฅ ๐Ÿ“ฅ ๐Ÿง  ๐Ÿ”ฌ ๐Ÿ’ก ๐ŸŽฏ

๐Ÿ’ช Exercises

๐Ÿ’ก Exercise 1: Metric Selection ` Which metric for each scenario? 1. "Are customers loyal toโ€ฆ
Topic 11
๐Ÿ”’

๐Ÿ—บ๏ธ Navigation

๐ŸŽฏ | Previous | Current | Next | |:---------|:-------:|-----:| | โฌ…๏ธ 10: Service Recovery |โ€ฆ
Comparison
โœจ

๐Ÿ“Š Comparison Table

โš–๏ธ

NPS: Loyalty & advocacy!

โš–๏ธ

CSAT: Satisfaction!

โš–๏ธ

CES: Ease of experience!

Quick Quiz
๐Ÿง  QUIZ TIME

Quiz โ€” Question 1

๐Ÿ“Š Topic 11: Customer Feedback & Surveys โ€” Customer Ki Awaaz Suno! ka 'NPS' kya hai?

Complete! ๐ŸŽ‰
COMPLETE

๐Ÿ“Š Topic 11: Customer Feedback & Surveys โ€” Customer Ki Awaaz Suno! Complete!

Aliens School ยท HIEN ยท Cinematic Knowledge

โœ…

๐Ÿ“Š Topic 11: Customer Feedback & Surveys โ€” Customer Ki Awaaz Suno! Complete

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