Ultimate Request Mode is a 3-step process for your customer so that you can quickly capture complete customer experience data for your business including:
- Net Promoter Score
- Optional Survey Questions
- Customer feedback (1st-party review/testimonial)
- Reviews on 3rd-party sites (choose 2-4 sites)
Net Promoter Score
The Net Promoter Score is based on a response to this question:
How likely is it that you would recommend (your company/product/service) to a friend or colleague?
Customers select a rating of 0-10 with 0=Not likely and 10=Very likely and fall into one of the following categories:
Promoters (9-10): Likely to buy more, remain a customer for longer and make more positive referrals to other potential customers.
Detractors (0-6): Less likely to have positive buying and referral behaviors
Passives (7-8): Behavior falls between Promoters and Detractors. The objective of NPS is to predict customer loyalty and claims to be correlated with revenue growth.
Optional Survey Questions
Ask your customer up to 4 additional questions using a 0-10 rating scale to gather more specific information than what the Net Promoter Score provides.
Customer Feedback (1st-party Review/Testimonial)
Request customer feedback using Ultimate Mode to help you understand your customer’s experience and alert you of issues that need follow-up.
Reviews on 3rd-party Sites
Request 3rd-party reviews from your customers. Choose up to 4 sites, such as Google, Facebook, BBB to include in your request.
A 3-Step Process for Your Customer
Step 1: Send a feedback request to your customer via email or SMS/text message.
- For email requests, customers select a Net Promoter Score rating in the email that links them to Step 2.
- For SMS/Text message requests, customers tap a URL that links them to Step 2 where they select a Net Promoter Score rating.
Step 2: A landing page is served that includes up to four optional survey questions and an open text field to generate customer feedback and 1st-party reviews (testimonials).
Step 3: After submitting feedback, customers are served a page that includes links to selected 3rd-party review sites. As a result of the rating received, a positive or negative page version is served.