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05 May 2017

Customer Experience China
It's very common these days for companies to ask you for the feedback or a rating. It's in almost all social apps like Uber or Didi in China where you can rate the ride and rate the driver. And you are often asked a common NPS question, "How likely are you to recommend this to some friend?"

CX tracking
The reason behind each one of these ratings is that tracking the customer's experience is bother easier and than ever more. And it's more important for that overall growth of the organization. Happy customers or even the NPS score 9 & 10's, are what drive sustainable organic growth for businesses.

However, with those benefits come challenges.

Customer participation rates:
Doing survey and NPS though is usually not enough. Since clients are constantly inspired to fill out forms and add ratings, there's a ton of 'survey fatigue'.

US & China functionality:
Different countries have different websites which are widely used for this purpose. So for instance you might use Typeform for a US project but need Pullpath for any China customer experience project. Or find other tools for WeChat in China here.

Due to the countless number of data that's generated, how, when & in which the reporting happens becomes equally important. Many companies offer dashboards such as Qualtrics or Survey Monkey. However some SASS platforms go further with focusing instead on delivering different reports to various parts of the business to be able to maximize uptake.

After day, it's still necessary to look for a place for customer experience reporting inside your organization, if you are in China, because it will unlock the next stages of growth for the company. It's how you talk & pay attention to your customers at scale.


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