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How a great fulfilment experience can boost your NPS?

Vallabh Daga
September 6, 2020
mins read

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NPS (Net Promoter Score) is a valuable metric for predicting business growth. It is a way to measure customer satisfaction and loyalty. A high NPS means your customers could turn into active promoters for your brand. A low NPS means your customers are not content with their purchase experience.

NPS is basically asking one question to your customers:

How likely would you to recommend our products or services to others?

Customers can answer on a scale of 1 to 10, with 10 being the most likely to recommend.

Tips for a great NPS survey

Don't hesitate to ask

Ask your customers how likely they recommend their purchase on a scale of 1-10 and what are the reasons they give this score. Don't forget to ask if there's anything specific that you can do to improve the overall experience.

Rate overall experience

Survey the right people

Be considerate about who you are requesting the feedback from. You need to ensure that you are surveying actual product users.

Improve the timing of your NPS collection process

Before you send a feedback survey form to your customers, analyse the time of usage for that specific product. Let your customers use the product they purchased, and after a defined period, you should ask them for feedback regarding their purchase.

Utilise the right channels for NPS survey outreach

For measuring NPS accurately, it's crucial to survey the right people at the right time. You need to ensure that your customers are getting the NPS survey through a channel that best suits them. For example, if you communicate via email, then use email as the request channel. If you have a software product, then collect feedback from inside the application. If your audience is an older one and isn't internet savvy, maybe taking the survey through a phone call is the best method.

83% of consumers are willing to refer after a positive experience — yet only 29% actually do.

Why NPS is important for you?

Increase customer loyalty

When you sell a product or offer a service to your customers, it very important for you to gather feedback about their overall purchase experience. This kind of personalised communication makes the customer feel empathetic and would make them likely to recommend your brand.

Ensure customer retention

Your customers are keen to provide you with their feedback. They expect you to pen down their thoughts and find quick resolutions to their problem statements.

Develop better products

Gain insights from your customer's feedback to establish the scope for product development and improvisation.

Reduce churn rate

Reduce the churn rate by using your NPS feedback to analyze which customers are at risk before churn happens.

According to the Nielsen Global Trust in Advertising Survey, 83% of people trust recommendations from people in their inner circle, and 66% trust online consumer feedback.

Aspects of a great fulfilment experience

Your Net Promoter Score depends on your customer's satisfaction levels and their overall purchase experience. Here are some features of a great fulfilment experience which helps you get superior ratings:

Quick delivery of orders to your customers

Customers expect speedy delivery for their orders. With services like two-day delivery, fast arrivals have become a fundamental customer expectation. To achieve this, you would require significant expertise in your fulfilment process. Such standards enable you to get superior ratings, which in-turn boost your NPS.

Periodic order status notifications

New-age customers always want to know where their order is, and when is it to be delivered to them? To provide notifications to your customers, you need to have an efficient order tracking system. When your customers receive timely order updates, you are taking away anticipation and anxiety from their delivery experience. These customers are likely to recommend your brand to their acquaintances.

Error-free fulfilment

In modern-day ecommerce, there's little or no scope for faltering in the fulfilment process. To deliver the right product, you need to set up a team of professionals that ensure order accuracypick, pack, and ship the correct item. This way, you slowly build customer loyalty and get the desired ratings.

Easy returns

Customers need to feel secure about buying merchandise on your brand website with an easy and hassle-free returns procedure. To achieve this, you need to generate return shipping labels, and schedule doorstep pickup's for your customers. Additionally, you need to provide customers with timely notifications—so that your customers don't need to follow up with calls and emails continuously.

How Eshopbox helps you boost your NPS?

Offer speedy delivery to your customers

In this competitive online shopping ecosystem, customers expect delivery within two days, or sometimes even on the same day. Eshopbox provides you with warehouses located in various zones across India. You can use these to split your inventory to store products closer to customers and minimise your transit time. Whenever a customer places an order, the order is assigned to Eshopbox’s fulfilment centre nearest to them. It lets you offer an Amazon-like experience to meet customer expectations.

Provide superior order tracking to your customers

With Eshopbox order tracking service, your customers will always be informed about their purchase at every step of the fulfilment journey. The service is built to help you provide your customers with periodic status updates and notify them in case of any delays.

Eshopbox order tracking workflow

Make sure your customers get what they ordered

Eshopbox assures order accuracy on two fronts—real-time inventory snapshot so that you only take orders for inventory you have. Secondly, Eshopbox uses automated order fulfilment processes in combination with quality checks so that your customers get the product that they have purchased with no defects or inaccuracies.

Frictionless returns for your customers

Eshopbox aims to make every return a potential re-purchase. It is vital to make returns a strategic differentiator by continuously improving customer experiences. Eshopbox offers customers with an easy to use self-service portal to initiate their returns. Additionally, printable shipping labels are generated, and carrier pick-ups are scheduled at your customer's doorstep so that your customer always has a pleasant experience.

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