myReferralIndex is a customer satisfaction survey designed to improve the customer experience. When implementing the myReferralIndex program in your business, there are a few steps we recommend in order to get started on the right foot. Once you’ve sent out a couple rounds of the survey you should have your customer service engine running at full speed.
The first step in the process of growing your business with myReferralIndex is by simply asking your customers how you’re doing. The myReferralIndex survey is only 3 questions and is designed to get as much information as possible with the least amount of questions. After sending the survey, you will not only have your scores but also some action items.
Once you have reached at least a 60% response rate you can begin measuring your results. The formula for calculating your myReferralIndex score is the percentage of promoters minus the percentage of detractors. Once you have calculated your score you can begin to look at the responses of the second and third questions which read why did you give us this score and how can we improve?
In order to improve your scores, the first action item is to call or reach out to some of your detractors and talk to them about their response to the survey. You can learn a lot from talking to detractors. In most cases, if one person is thinking or feeling a certain way about your business there are likely other how feel the same way. Attempting to resolve problems detractors bring forth can lead to a higher score the next round.
Now that we know what to do with detractors, what should we do with the promoters from the survey? We recommend taking at least one of the following actions. The first is to ask them for a referral. Promoters account for 80-90% of referrals for your business so putting a system in place to take advantage of promoters is a great way to grow your business. Our referral campaigns feature of MioDatos is a great way to get this done. The other action item includes rewarding those customers who help keep your business afloat. This may include discounts, prizes, and other forms of rewards for thanking them for their loyalty.
By asking, measuring, improving, and asking for referrals, you will see your business grow faster than ever before. myReferralIndex is designed with simplicity and efficiency in mind. For more information on myReferralIndex and other add-ons to MioDatos, please visit www.myReferralIndex.com.