Delivering a Best-in-Class Customer Experience – Together
Providing a best-in-class customer experience is FTD’s top priority. But it starts with an approach that involves so much more.
It takes being customer-obsessed.
As a small business owner, you understand the importance of creating a customer base that’s always coming back. Happy customers are returning customers.
At FTD, we’ve invested more resources in discovering how we can improve the customer experience, products and services and overall consumer brand. We’re now able to collect, analyze and act on real-time consumer feedback at every point in the customer journey.
Discovering How We’re Doing
Our key measure of customer satisfaction is the Net Promoter Score (NPS). The Net Promoter System is the most widely adopted system for managing customer feedback and improvement, having been used by everyone from Apple to United Airlines.
NPS helps us understand how we’re doing as a company by asking a simple question post-delivery: on: on a scale of 0-10, how likely are you to recommend FTD to a friend?
Customers are classified as detractors, passives or promoters based on their selections.
This customer feedback can be associated with all different parts of the experience. From SKU’s and price points to delivery dates and shipment method, we can figure out where the sentiment occurred almost every time. This helps us identify areas of improvement for our business.
How NPS Relate to You
We can measure consumer satisfaction based on their experience with an individual florist. And we hope you use the opportunity to check your own NPS by reviewing your scorecard on FTDi.com.
Your scorecard is a resource available to provide guidance on how you can improve business operations when receiving and fulfilling FTD.com orders. It helps you monitor your quality metrics while providing a benchmark to view your performance compared to competitors in your market. It also helps you find opportunities to improve your fulfillment, receive more orders and instill industry best practices.
So, I’ve checked my score…is it good?
Overall, the Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. Scores can be industry specific but overall, the guideline is like this: 30 is considered good, 50+ is considered great and 70+ is considered excellent.
By giving you visibility to your shop’s NPS score, FTD wants to help you understand what consumers think, and may say, about your business to their friends, family and colleagues. If you have questions about your score or want support from a Quality Service Representative to identify areas for improvement, email QSR@FTDi.com.
If you’re looking to better understand parts of your scorecard, we’ve created a helpful walkthrough guide here.0