The survey asks just two questions, a rating question and an open comment question, yet it's a powerful tool because Ecobee uses the data correctly.
Ecobee's customer service team follows up with anyone who gives a rating of six or lower on the likelihood to recommend question. In NPS parlance, people who give a 6 or lower are known as detractors, so this is a chance to dig deeper into customer feedback or perhaps even save the customer.
Gaichuk and his team also analyze NPS survey comments for trends.
"We define trends through key words such as Customer Service, Installation, Wifi, etc. to help narrow down what key issues customers are experiencing so we can action it for future improvements. For example if we see any detractor for 'Customer Service' we can investigate the interaction, determine the issue and provide one on one coaching/feedback with the CSR."
Ecobee and CSAT
Customers who contact ecobee's customer service team receive a CSAT survey at the end of the interaction.
CSAT is a much more appropriate survey type than NPS for service transactions, so it's good to see ecobee using both NPS and CSAT in an appropriate way.
Ecobee uses Zendesk customer service software, which has a built-in survey question that simply asks customers, "Are you satisfied or unsatisfied?"
Like the NPS data, Gaichuk uses these responses to identify trends.
"I can measure these C-Sat scores by department, CSR team or agent level. The Supervisors are each responsible to review the Unsatisfied results with their respective team members and identify areas for improvement."
Ecobee's customer service team currently has an outstanding 91 percent CSAT rate.
The company sends customers a survey as a post-transaction email. My research shows this is a best practice, and Ecobee enjoys a robust 19 percent response rate.
According to Gaichuk, the customer service team uses the survey invitation to create another positive customer touch point.
"In early 2017 we changed our call process so CSR’s are now responsible to email the customer a summary of the call interaction. This is a great way to finish the interaction, wow the customer and provide them any additional information that may help. As a result the customer is provided the ability to rate the CSR’s support they provided."
Writing this blog post means I'm definitely recommending the ecobee3 Lite to friends and colleagues.
The product is excellent, though I think it's the service and support that really makes the difference. Perhaps most impressive is how Gaichuk and his team at ecobee are using customer feedback to continuously improve.