One of the core features of Case Status is the automated Stage Update that is delivered anytime a case progresses through its journey. The standard stage descriptions you have built include valuable updates to your clients, delivered in a timely manner. Each time a Stage Update is provided, the client is asked to provide their Net Promoter Score (NPS) on the likelihood they would refer your firm to their family & friends (0 being the least likely, 10 being the most likely). These scores provide powerful insight into the client's perspective throughout the case journey, and in aggregate can offer insight into tweaks you may want to make in your case journeys.
Here are a few key tips for how to leverage NPS Scores to boost Client Satisfaction:
- Identify who your detractors are (clients scoring a 6 or lower NPS) and reach out to them to seek their input on what could have been better, and what questions they may still have
- Identify your passive clients (clients scoring a 7-8 NPS) and ask them what could be better about their experience
- Identify your promoters (clients scoring a 9-10 NPS) and seek their input on what stood out in their experience--don't forget to ask the client to provide a review of your firm!
Clients should not be your only focus--your client NPS scores can provide insight into your team dynamics, and opportunities to support your team. Here are a few key tips to improve Staff Retention:
- Identify common call drivers to your team and revise your case journey to deliver proactive updates to clients *before* they drive calls to your team
- Leverage the NPS detractor "valleys" in the case journeys to brainstorm ways to improve the client experience, reducing friction for clients and staff
- Utilize the NPS Leaderboard on Firm Insights to celebrate your best performers and share tips and tricks with the remainder of your team
There are many ways to segment and utilize your NPS scores--these are a few of the most common examples. To further discuss how to use your client feedback, please contact our team here to setup an Optimization session.
Comments
0 comments
Please sign in to leave a comment.