#customer-satisfaction

Implement NPS program. Process: 1. Survey timing (post-interaction or periodic). 2. Question: 'How likely to recommend 0-10?' 3. Categorize: Promoters (9-10), Passives (7-8), Detractors (0-6). 4. Calculate: %Promoters - %Detractors. 5. Follow-up questions for context. 6. Close the loop with respondents. 7. Root cause analysis. 8. Track trends over time. Use for customer sentiment. Benchmarks vary by industry. Focus on improving score by addressing detractors.

Resolve wrong item shipments. Protocol: 1. Apologize sincerely for the error. 2. Verify what they received vs ordered. 3. Immediately ship correct item (expedited). 4. Provide prepaid return label for wrong item. 5. Offer to let them keep wrong item if low value. 6. Provide discount or credit for inconvenience. 7. Waive any shipping fees. 8. Follow up to ensure satisfaction. Turn mistake into loyalty opportunity.

Handle damaged product claims. Process: 1. Express concern and apologize. 2. Request photos of damage. 3. Verify order details. 4. Explain replacement options (same item, refund, credit). 5. Arrange return shipping (prepaid label). 6. Expedite replacement shipment. 7. Waive any restocking fees. 8. Follow up to ensure satisfaction. Make it hassle-free to maintain trust.