Comprehensive implementation of a tool to evaluate customer loyalty.
WHAT HAS BEEN DONE
NPS system in web, mobile and infokiosk versions, KV, printed materials
NPS (Net Promoter Score) is used to evaluate customer loyalty. It results directly from the number of people willing to recommend our brand to their friends (i.e. promote it).
At the request of OBI we have created a survey system to measure NPS and prepared promotional materials to encourage participation in the study. We have implemented the survey, available on a responsive website (RWD) which adapts to the size of computer and smartphone screens. Customers were also able to take part in the survey directly in stores using interactive infokiosks.
We wanted to maintain legibility of the presented content and simplify navigation in order to increase the likelihood of survey completion. In addition to short instructional descriptions in the project we used a simple graphic code based on emoticons, whose colors made it easier to select the right point on the scale.
Our offer also included the design of the administration panel (dashboard) – the system of emoticons, colorful charts and systematization of information were supposed to facilitate the analysis of the presented data.
In addition to preparing and implementing a solution for collecting user opinions, we also designed communication encouraging both stationary and e-store customers to take part in the survey.