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Автор статьи
Глеб Антоненко
Collecting feedback from customers is an integral part of the business strategy of companies. By collecting and analyzing this data, you can build successful and long-term relationships with customers, as well as:
- Improve products and service quality
- Build customer loyalty and attract new ones
- Get a competitive edge in the market
- Build marketing strategies
- Identify and fix problem areas early
How to setup
In Bitrix24, this process can be implemented through a separate funnel in deals by adding several automatic actions
![](/image/notion/732d3e15917f8c0830737380a6620e64db2802598db4dad2bf1193ee5e3a52b31a800aad5020c29364497c9564b4105fcf2a0fd252fc90b3449236accfde1347.png)
We clear the transaction card of all unnecessary information and leave only a few key fields:
- Customer (Contact, Company)
- Responsible
- Customer rating
- Feedback / wishes (optional)
![](/image/notion/1b9a6dc58174dda96d918fe8961000b8a5bb973d49ca25976e830bc0691a2c0969f08979bb7a4fc06d93b12f810e99a23fa70eda2c32d02920e1ac5d786b9a7f.png)
After the customer has purchased the product or when the services have been provided and the main deal with the customer is completed, a deal is automatically created in the direction of NPS.
A message is sent to the clientlink to personal form to fill out a review about the company. Such a message can be sent through different communication channels:
- SMS
- Telegram
How does the manager see it?
For example, this is what sending via WhatsApp looks like
![](/image/notion/77888d4cf24b415dfbe00953ce63d668f5cf1257e59944c4239a141f4b1096fd589cc8a0397c0bd5badb21ca5b5bd00ff0acb32ec4cb0e409939c4ab71c70981.png)
What does the client get
On a mobile phone, the client receives a message and follows the link. An NPS form opens, which he fills out at his own discretion.
![](/image/notion/4dc1776be8ed44c9e8f06315461251b84da004a07d053c5795730899862c995c9c889d4264e9b52487c824fd96facc56401f92523481841d391465c93073796e.png)
Positive/Negative Evaluation
After the client has filled in the fields and clicked “Submit”, the information is immediately loaded into the deal card, and then automatically distributed into the Positive/Negative evaluation stages, depending on the configured logic.
If the score is positive, the transaction is successfully completed.
![](/image/notion/57db1e595bcde7995b39eca07d95fdd4e62f7d73d0cef03e5a7f2246a560755bdf5ff34bcac8677d163e11f3df91357ef4c9df36d28e8dcf4eb0f22b684cc963.png)
Otherwise, if the client gives a negative rating, the transaction ends as a lost one and the task is set, for example, to analyze this review at the ROP
![](/image/notion/9df956eacd67a2a6e6004990ea31e6159eda3e1934a9b146cec2f3981b624464ac2f21e681618294cebf54ddcac41e3c78db742a74bfdd07cc3dc020407ae8c4.png)
In the task, you can duplicate the assessment of the client, his wishes and indicate who was the responsible employee for this transaction
![](/image/notion/afee21599945d588d98b9530edcd6539a35a612a2ae27e27678be43b83cd43e0a2f9a9dabd91e02a06e2fb975dcd4a85f40d187b0f13abb4665d76a5d20cca82.png)
Motivation system for managers
You can build a motivation system for managers, which will be based on positive ratings, reviews and wishes of customers, based on the data of the NPS funnel.
![](/image/notion/75190d3c0e6702ab3beb0c0ffd6313ce0dcaf8b4f0c9e42302bee28d295fddf02a85350441808b14a4f007e73f82ab43772589c9cac2367b0bf4bbce94057253.png)
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