A better approach is to use statistical methods to predict missing values based on other available responses in the dataset. However, if you do everything right, unprecedented opportunities unfold. Delighting customers and achieving high customer satisfaction scores in this environment is ever more difficult.
You can compare what customers are saying to you to what they are saying about you—and you can see if what they say lines up with what they do. You can improve response rates by making your survey as convenient as possible for your customers. But this information standing alone is of little relevance: when asked about what was important when booking a flight, the following came out: Quelle The price seems thus to be the determining factor?
The result should be financially beneficial with less customer churn, higher market shares, premium prices, stronger brands and reputation, and happier staff.
Restrict the number of questions, remove any ambiguity, make sure it's functional on all devices, and make the survey feel intuitive. But who should we interview to determine the satisfaction with breakfast cereal?
For business travellers, factors such as connections, flight schedules and the reputation of the company seem much more important. The Net Promoter Score follows a more rigid formula: Percentage of Promoters — Percentage of Detractors Where: Detractors: respondents who gave a score between Passives: respondents who gave a score between Promoters: respondents who gave a score between Customer Satisfaction and NPS are great starting points for your customer feedback analysis.
What is it that you consider to be important?