The good. The bad.
The customer centric.
CUSTOMER RADAR DASHBOARD
Your NPS score
Customer Radar’s real time customer feedback dashboard shows you the NPS score for your business. NPS (Net Promoter Score) is an internationally recognised measure of the power and quality of “word of mouth” using one simple question: ‘How likely are you to recommend us to family, friends or colleagues?’ This allows companies to track each customer experience as a promoter, passive or detractor, which measures your company’s performance through your customers’ eyes.
Your trends and benchmarking
Customer Radar dashboard shows your NPS scores averaged across selected measures for a specified date range. This allows you to see trends across an hour, day, week, month or year. You can customise your views, for example displaying a weekly view and overlaying a specific day of the week – discovering those dips in NPS score across your business.
Comments, trends and word cloud
The word cloud represents commonly mentioned words within your customer feedback. The bigger the word, the more frequently it was mentioned. You can click on any word to filter comments containing that word – results are shown to the right of the word cloud. The word cloud can be filtered by time period as well as promoters, passives and detractors and represents a easy way to track the comment trends provided by your customers.
Closing the communication loop
Customers who are unhappy or disgruntled by their experience with your business are called Detractors. If they have provided feedback to you, they should be contacted as soon as possible to see if anything can be done to help them and turn their experience around. Responding and remedying the customer feedback loop is referred to as ‘Closing the Loop’. The dashboard lets you respond to and manage all of your feedback in one handy place so you can resolve the communication loop quickly and easily.
We have previously used mystery shopping as a method of getting a view of our business, until we found Customer Radar. With over 300 pharmacies in our group, it used to be impossible to know what our customers were experiencing in store every day. Now we know.We now get thousands of customers telling us about their experience with us every month. We can respond quickly to their needs and as a result, it has helped us focus totally on what our customers want and enables us to give it to them. It helps us really focus on our strengths and eliminate our weaknesses right across our business. One of the features we like the most is being alerted if a customer is not completely satisfied. It means we can deal with them on a one to one basis and resolve any issues they have to make sure they happy to come back again.I highly recommend Customer Radar to any retail business who wants to know what their customers are thinking