Archive for August, 2017
Customer Satisfaction Survey scores have jumped significantly in the last 12 months as HubShout has brought a huge emphasis to service, customer experience, and open dialog (driven by survey feedback). The entire HubShout team has used the process outlined below to drive strong improvements to their business.
There are countless customer stories over the last year that demonstrate how the new approach launched in 2017 has really worked. For example, a customer (let’s call him “Dave”) was extremely unhappy with service in January. He has filled out his online customer survey and given the firm a really bad score. Before the 2017 update, this would have gone unnoticed. Since the 2017 revamp, the survey immediately caught the attention of Dave’s Account Manager. Also, the HubShout Executive Team does weekly reviews of the survey scores and also saw that Dave was unhappy. The Account Manager and President initiated a series of customer survey phone calls to fully understand why Dave was unhappy with the service. Based on these interactions, many aspects of Dave’s engagement were changed. Over a series of probably 6 phone calls, follow-up projects, and changes to Dave’s account, things were looking much different. By the time the next customer satisfaction survey came out (quarter reviews are requested), Dave gave the firm a MUCH higher survey score. This story has been repeating itself all over the firm over the last 12 months.
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August, 2017: HubShout has updated their customer satisfaction data and reviews on their website here. They have outlined their philosophy over the last year as they have faced-into unhappy customers (poor survey scores) and revamped their approach to customer service and account management. They are using the Lean Startup philosophy to run experiments that show how to delight customers using validated techniques. They have released some very specific data demonstrating that their reviews and customer experiences have increased. Specifically, here is the recent trend of customer survey scores on a 5 point scale, reaching as high as 4.5 out of 5 stars:
As the data shows, they have been able to improve the customer experience to higher than 4 consistently for the last 5 months. Based on reviews from previous years, this was not the case. Specifically, people had complained about communication problems, lack of accountability and low customer-service orientation by the firm.
The firm has been working on other areas of their offering as well. Their content creation team has always been a strong feature because the writers are in the US, unlike other services that off-shore. HubShout has been working to capitalize on their on-shore team by having client-facing phone calls with the end-client and reseller together at the start of their campaign. They believe this is why their satisfaction with onsite content scores have moved up from a 3.7 well above 4.0 – as high as 4.5 out of 5 stars on their customer reviews. Again, here is the data they are sharing on this topic:
It is clear that HubShout is paying attention to their customer reviews. They have re-organized many of their internal efforts to address previous complaints. The new data shows promise. However, we will need to check back in to this data in 6 months and see if they can continue to hit such high standards as they continue to grow.