Gil Scott Heron and the Net Promoter Score (NPS) approach to surveying your customers who would have guessed that the two could get linked up? I was surprised too. Let me tell you how it happened.
Last Wednesday, Hana and myself went to see Gil Scott Heron play at Somerset House in London. We had missed his gigs at the Royal Festival Hall in London earlier in the year so we were excited to hear that he was going to play Somerset House. Unfortunately, we heard about the gig quite late in the day and tickets from all normal ticket agencies were sold out. This is where Seatwave, a fan ticket exchange, came to the rescue as they had tickets available. Now, they were expensive compared to their face value but we really wanted to go so we bought them and trotted off to Somerset House on the 14th July.
Mr Heron did not disappoint. The gig was great.
Then the surprising thing (surprise in a good way) happened and this is where the Net Promoter Score comes into action…..Seatwave sent me an email saying ‘we hope you enjoyed the gig and could you please rate your experience with us’. Now, I am always curious to find out how companies approach this sort of rating and to see if they are going to drown me in a large number of questions…….the norm. Then I saw this:
I love simple and they made this so easy for me to complete. It’s also pretty easy for them to do too – the NPS approach in action. Brilliant!
Once, I had completed their two questions they then directed me to their review site at Review Centre, where I could leave a more detailed review in my own words if I wanted too. So, I did.
If you click here you will see my review and also see that Seatwave is recommended by 86% of people.
What I like about all of this is that they have shown what can be done in a very simple and cost effective way. This has allowed them to gain a huge amount of feedback from their customers and build a body of around 1,500 testimonials that are in the public domain resulting in great insight to their ongoing performance and a huge amount of social proof to other potential customers.
Could you be doing the same?
Thanks to Ben Jarman for the photo