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AudioPlayer v1.17

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Make-Feedback Version:1.7

Introduction to Make-Feedback This app allows you to gain an immediate insight into your customer service. It allows you to receive scores from clients and also send SMS messages seeking feedback from your clients. It is one of only a handful of apps that facilitates customer feedback. 'Make-feedback' allows you to operate the Net Promoter Score system via SMS messages. The app allows you to receive useful feedback from your clients whatever business or organisation you operate. Net Promoter is a customer feedback methodology (and a registered trademark of Fred Reichheld, Bain & Company, and Satmetrix). The Net Promoter Score is used by a vast array of companies including American Express, eBay, Phillips, Dell, E.on and many more. They score their feedback responses and this is used to establish growth of their company. Within 3-4 SMS messages you can have valuable feedback from your clients! Net Promoter Score The net promoter score can be calculated via The Ultimate Question: “On a scale of 1-10 (10 being the most likely), how likely are you to recommend us to family or friends?” The ‘ultimate question’ (UQ) is an established method of gaining feedback from clients. If the client responds with a mark of 9 or 10 (PROMOTERS) they are asked a subsequent question of what did we do well? If the client responds with a mark of 6 or below (DETRACTORS) they can be asked the subsequent question of what can we do to improve? Clients responding with a mark of 7-8 (PASSIVES) are not administered into the equation. Scoring The net promoter is calculated by detracting the detractors percentage from the promoters percentage. So if 20 people give you a mark of 10 and 10 people give you a mark of 6 your net promoter score is calculated as follows: Promoters calculation: 20/30 x 100 = 66.6% Detractors calculation: 10/30 = 33.3 = 33.3% Therefore NPS = 66.6% - 33.3% = 33.3% What to do with the net promoter score (NPS)? The idea of the net promoter score is to promote growth via personal recommendation. The NPS can be used to measure the level of customer satisfaction and potential growth as well as a measure of achieved improvement (or vice versa). At a basic level we at Make-Feedback think this could work as follows: Receive a score which is a promoter and use the subsequent response to find out why you did well and then reinforce this methodology. e.g. ‘excellent customer service’ ’ could lead to enforcing set guidelines for customer care. Receive a score which is a detractor and use the subsequent response to find out where you need to improve and then make changes to your customer service. e.g. ‘slow to respond to emails’ could lead to employing more staff devoted to email responses or an increased focus on emails. We recommend you do this: 1 Display your mobile number to your clients and ask them to text the word 'feedback' to it. This starts the feedback process. 2. The user will then receive an SMS asking for a score, another SMS asking why the client gave the score and they will then receive a thank you SMS. 3. To initiate the feedback process you can send the client a request if they are willing to participate. If they reply with the word ‘feedback’ the feedback process at step 2 above is started. Viewing your scores with the Make-Feedback app The Make-Feedback allows you to view all your feedback, calculate your net promoter score between certain dates and it allows you to view promoters, passives or detractors between any particular dates you set. The app allows you to get customer feedback via SMS for a very small fee (you would have to pay a continuous fee for a service outside this Android app) We hope you find our app very useful and it helps your organisation to grow and improve! So to summarise the app: 1. Allows you to receive feedback via SMS from clients 2. Allows you to seek feedback via SMS from your clients 3. Displays feedback in a logical style uses the net promoter model (this model is widely used by respected + global companies) 4. The net promoter model encourages growth for your company

Data
Size	527.09 KB
Downloads	175
Language
License
Author	App-Make
Website
Android Market
Price	4.71
Created	2011-11-21
Created by	contact@app-make.com
Changed at	2011-11-23
System	Android

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