You should also analyze the customer support tickets your support reps are working to resolve every day. This doesn't mean you must implement all of the suggestions you receive but if there are recurring trends popping up, they might be worth investing time in. Whether that forum is shared via email survey, social media, or a community page, give customers the opportunity to proactively offer suggestions. Ask customers for product or feature requests.Ĭreate a forum for your customers to request new products or features to make your offerings more useful and helpful for the problems they're trying to solve. Make sure you're doing regular analysis of your churned customers so you can determine whether your churn rate is increasing or decreasing, reasons for churn, and actions your team may take in the future to prevent a similar situation. But it's important that you learn from churn when it happens so you can prevent it from happening again. Identify the rate of and reasons for customer churn.Ĭhurn happens - it's part of doing business. Also, you may choose to follow up on customer feedback - whether it's positive or negative - to connect with customers, deepen your relationship with them, and improve your retention and loyalty. With your NPS score, dive into your team-by-team performance to ensure you're performing well across the board. For example, what is the NPS for in-product usage? What is the NPS for customer service teams across communication channels (phone, email, chat, etc.)? What is the NPS for sales? What is the NPS for attending a marketing webinar?Īnalyzing NPS from multiple touch points across the customer journey will tell you what you need to improve and where you're providing an excellent experience already while showing customers you're listening to them and care about what they have to say. Since multiple teams impact your overall customer experience, you'll need a clear picture of performance - and that comes from multiple data points. When measuring NPS, consider data in aggregate across teams. This measures how likely your customers are to promote you to their friends, family, and colleagues based on their experiences with your company. Using customer satisfaction surveys (which you can easily create in HubSpot) on a regular basis - and after meaningful moments throughout the customer journey - provides insight into your customers' experience with your brand and product or service.Ī great way to measure customer experience is Net Promoter Score® or NPS. Analyze customer satisfaction survey results. Analyze customer support ticket trends.ġ.Ask customers for product or feature requests.Identify the rate of and reasons for customer churn.Analyze customer satisfaction survey results.