Here's the situation: You have Pulse, consistent Quarterly Business Reviews (QBRs) distribution and account managers eager for feedback, but clients aren't providing scores.
Below are some tricks to help improve your response rate.
What is a normal response rate, and why does this matter?
A normal response rate for other survey tools is around 10-15% for an NPS survey. Clientshare boasts an average response rate of over 30% [in June 2023]. The more responses you receive the more reliable your idea of a clients sentiment is.
Gartner states there are 7 decision makers to every contract renewal, gathering as many of these opinions as possible is essential to reducing churn.
What can I do to improve my teams response rate?
By framing the importance of feedback requests through concise introductory videos and messages, you increase the likelihood of responses. Sending high-quality and consistent reviews matters; leverage the scheduler tool, include diverse content and actions, along with detailed intros for improved engagement rates.
In some cases with low engagement on Pulse, directly share the URL link with non-responders to prompt action.
Our team are always available if you are struggling with any aspect of your Pulse Quarterly Business Reviews (QBRs) experience. Book a demo with one of our CSMs.
Download our latest whitepaper
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.
In this paper, we explain what NPS measures, why it's important, and explore the ways leading suppliers are using it to improve contract retention, drive upselling opportunities and boost overall customer experience.