customer loyalty and satisfaction re-invented

  • leading to more happy customers
  • who will buy more from you
  • whilst referring you to friends & colleagues
  • generating larger profits for your business

Hi, I'm Victoria, Customer Success Manager  at Cloud Sauce and my role is to make sure our clients keep getting excellent value from our products and services

why is customer satisfaction so important?

All companies seek to grow. Profitable, sustainable organic growth—occurs most often when customers love doing business with a company and sing its praises to neighbours, friends and colleagues.

Most leaders want customers to be happy; the challenge is how to know what customers are feeling and how to establish accountability for the customer experience.

Conventional customer satisfaction surveys often don’t work for this purpose, because we often don't receive the quantity of responses we need, or the results are focussed more on specific service delivery and transactions they have made with us.

"Your most unhappy customers are your greatest source of learning "

Bill Gates

A number of years ago, an author named Fred Reichheld and a team, launched a research project to determine whether a different approach would be more successful, which yielded some exciting results:

that we only need to ask one question! 

Which makes this the most simple, yet most effective way, that every single business can measure customer loyalty and satisfaction that exists today.

Used all over the world by some of the most successful companies that ever existing i.e. Apple, Facebook, Salesforce and 100s of others​

So here it is......

the 'ultimate' question 

"on a scale of 1-10 (10 = high), how likely are you to recommend Company 'X' to a friend or colleague? "

loyalty and satisfaction metrics like you've never had before

  • know more about the loyalty and satisfaction of your customers 
  • have a single metric, easy to understand and take action upon
  • easier and quicker for people to respond
  • higher response rates than traditional surveys
  • asked regularly means that you can see if you are creating or losing more advocates
  • leverage these advocates to spread positive word of mouth and send referral leads

group customers by score

Based on the score provided by each customer we can group our customers into three categories

Score 0-6 = Detractors

Score 7-8 = Passives

Score 9-10 = Promoters

  • Promoters
    are loyal enthusiasts who will keep buying and refer others, fuelling growth
  • Passives
    are satisfied but unenthusiastic customers who are vulnerable to competitive offerings
  • Detractors
    are unhappy customers who can damage your brand and impede growth through negative word-of-mouth

Net Promoter Score (NPS) = % No of Promoters - % No of Detractors

which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter)

So if NPS is so great, why are we not all doing this already?

Was a question we asked some of our customers & partners and here is what they said:

  • Lack of knowledge
    approximately 8 out of 10 of those asked had not heard of NPS
  • Lack of resources
    many respondents added that they did not have the time, skills or tools to perform this process effectively
  • Lack of actionable results
    those that managed to obtain an NPS score added that whilst the single metric was great and provided a good deal of insight, the inability to know which customers fit into each category (as the survey is anonymous) meant that were not fully able to take precise action upon those results

did we overcome these obstacles?

yes!

introducing

NPS as a Service by Cloud Sauce ®

a fully managed service undertaking the NPS survey on behalf of your business

  • Fully managed service
    we will capture, collate, calculate and present the results to you in a  clear NPS Dashboard format in addition to a list of completed recipients, grouped by category
  • Minimal effort (from you)
    All we require is a current list of customer email addresses
  • Low cost, high value
    For a fixed low cost, you will get results of significant value, the knowledge gained from this could be worth 10s of £1000's to your business many times over
    • Flexible options
      Choose your desired frequency either 3 months or 6 months and also decide which customers receive the question each time
    Tracy Heatley

    Networking expert, running BoB Clubs, friendly breakfast networking clubs in Lancashire, Greater Manchester & Cheshire

    Extremely impressed with the 'NPS as a Service' - I was really pleased with the response rate of 60% and that half of the respondents added some really valuable feedback. I'd recommend this service to any business owner that values regular, measurable and actionable feedback but does not have the resources to do it themselves.

    NPS as a Service by Cloud Sauce ® is available NOW

    Never before has an opportunity to learn so much about your customer's loyalty and satisfaction been so achievable - this is a real chance to start another phase of profitable and sustainable growth for your business - so buy now and get your first results in around two weeks from now!

    100% Satisfaction Guaranteed

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    Dominic Harrington
    Creator of NPS as a Service by Cloud Sauce

    About the Author

    Thanks for your interest in this product, I really appreciate your valuable time.

    I've been working with various customer focussed technology solutions for several years now and I'm really excited about the value this product can deliver to businesses of all shapes and sizes.

    If you have any questions or comments I'd be delighted to hear from you: dominic@cloud-sauce.com

    so for one low fixed cost here is what you will get 

    • An NPS Score for your business every 3 or 6 months
    • A breakdown of customers, grouped by category: Promotor; Passive; Detractor
    • An easy to read dashboard with summary table
    • Additional comments from customers providing insight into reasons behind their scores

    100% Satisfaction Guaranteed

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    100% Satisfaction Guarantee

    You are fully protected by our 100% Satisfaction-Guarantee. If you don't get actionable feedback after 2 scheduled questions, just let us know and we'll send you a prompt refund.

    Frequently Asked Questions

    Will my data be used in any other way?

    Do we have to send to ALL our customers every six months?

    Wouldn't it be better if the question came directly from ourselves?

    Will we know the individual scores of the recipients so we can action?

    Will the recipient be able to add any comments?


    N.B. it costs approximately 7 times more to acquire a new customer than retain an existing one so don't miss out on this opportunity to save money, make money and increase your profits!

    Yes, I want to start measuring customer loyalty and satisfaction better now!