Claire: "Pulse has been a really interesting addition to our business. It's really helped us to put a framework around our business reviews for our clients and been able to capture the good feedback as well as the areas where we get challenged and need to improve. It's also enabled us to link in our data through our Power BI reporting, which in our business as we grow and we want to connect more with our clients, to use those API links and to use the data insights to improve our service delivery is really key for all our stakeholders.
It's really interesting to see where 2.0 is going to take us. Really keen to see where the team can take this forward and utilize the frameworks, the templates involved, the structure, which I'm really hoping takes them away from their desks and back to the floor because this will make their business reviews more efficient, standardize it and also enable us to be more uniform and consistent with our messaging."
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Net Promoter Score (NPS) remains one of the most widely used customer feedback metrics in the B2B world. Many organisations send out annual surveys or ad-hoc feedback requests, but few know how to use NPS to retain clients and drive growth effectively.
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