Customer Satisfaction: Preventing churn by knowing your customer - Martti Rautanen, Customer Relationship Manager at Surveypal and Aleksander Cardwell, Product Marketing Manager at Surveypal

1. SURVEYPAL
Preventing churn by knowing your customer
June 6th 2017
Aleksander Cardwell & Martti Rautanen
Followus@surveypal

2. ”…poor customer service costs $338.5 billion globally each year
in lost business.”
- Forbes.com

3. MEASURING IS KNOWING
• CSAT – customer satisfaction
• CES – customer effort score
• NPS – net promoter score

4. MEASURING IS KNOWING - CSAT
• CSAT – customer satisfaction
• Gets you started with
collecting feedback
• Gives knowledge where to
improve
• Shows customers that
you’re interested in their
experience

5. MEASURING IS KNOWING - CES
• CES – customer effort score
• Easy vs. Hard
• High effort to solve issues
is key driver of future
disloyalty
• Low effort score improves
NPS-score

6. MEASURING IS KNOWING - NPS
• NPS – net promoter score
• Easily comparable metric
between industries
• Possible to catch bad
expreriences early on and
try to reverse them
• A good predictor of future
growth

7. DEMO – SURVEYPAL & ZENDESK

8. ZENDESK - INSIGHTS

9. KEY TIPS TO BURN YOUR CHURN WITH CSAT
• Measure effort – reduce
where possible
• Act on feedback
• apologise & fix
• praise & make visible
• Let customers know of the
results

10. BENEFITS: WHY ZENDESK & SURVEYPAL
• 15 – 20 % more responses with embedded 1st question in
email
• Learn to hack your processes based on continuous feedback
• Happier customers, less churn

11. LET’S HAVE A CHAT!
To get an hour of free consultation of the state of CSAT-actions in
your company, contact Mr. Esa-Matti Karine

12. Thank you!
Hungry for more?
Follow our blog:
https://www.surveypal.com/en/cx-blog/
Aleksander Cardwell
Martti Rautanen