Ask your customers for feedback
When we build new tools at Ziggu, they have to answer to two criteria:
You can understand that this new feature has been on top of our product wish list for a while. The Survey tool allows you in a few clicks to launch a question to your customers and collect their feedback. It helps you to understand how you are doing today and where you can improve your customer experience in the future.
We have built in an option “NPS”, where you can ask a predefined question: “How likely are you to recommend us to a friend or colleague?”. The Net Promoter Score will give you an idea of how enthusiastic your customers are and if they would actively promote your company or project.
Each customer can give you a score between 0 and 10, from not likely at all to extremly likely.
Your customers are then divided into three categories:
The result is a score between -100 and 100 and is calculated using the following formula: % Promoters – % Detractors = NPS. Passive customers are not taken into account.
Walking the talk... At Ziggu we help property developers to become more customer centric, so obviously we need to be top of class ourselves. CEO Yannick Bontinckx explains how "human" elements play a crucial role in that approach.
It’s quite a mouthful, but it’s a sentence that Ziggu’s team is very proud to say. In just three years — the platform was launched in late 2018 — Ziggu has attracted some of the biggest players in Belgium’s real estate world.
They’re the ones helping people find their way in a new tool, the ones who listen to feedback, the friendly faces who make everything easier. They are… the Customer Success team!