ZingTrain » September 2008

Deli Mystery Shopping Survey

admin — Wed, 20 Jan 2010 17:31:13 +0000

Download the Deli Mystery Shopping Survey

The “Perfect” Customer Service Measure?

admin — Wed, 20 Jan 2010 17:28:22 +0000

For years we’ve looked for the “perfect” way to measure how we’re doing on customer service. Or, if not perfect, at least some measure that all of the managing partners here at Zingerman’s could agree to use in each of our businesses. We believe that measuring helps us know where we are now and gives us a powerful tool to track progress over time, and now we finally have a measurement tool that we are all using and that is giving us useful information. Hurrah! For those of you who haven’t yet met, it’s my pleasure to introduce the Zingerman’s Experience Indicator or, as we like to call it, ZXI. It’s not perfect, but it’s pretty darned good!

We learned about this new (to us) measurement tool when Ari read a book called The Ultimate Question by Fred Reichheld. The book explains how to use a customer loyalty measure called “Net Promoter Score” or NPS for short. Of course, we can never just “adopt” someone else’s idea, so we’ve “adapted” NPS to make it a bit more “zing-y” – thus the new name that reaffirms our mission, which is to bring the Zingerman’s Experience to as many people as we can.

You really do need to read the book to get the details, but here is a bit of background about this approach. A company’s NPS is derived by asking the “ultimate” question, which is some variation of, “How likely is it that you would recommend our company to a friend or colleague?” Responses are on a zero-to-ten scale, where ten is “extremely likely” to recommend and zero is “not at all likely.” Customers who answer 9 or 10 are considered “promoters.” Those who answer 7 or 8 are “passives.” Anyone who answers 6 or below is considered a “detractor.” The percentage of promoters minus the percentage of detractors equals a company’s Net Promoter Score (NPS).

Research has shown that increased sales and profitability are correlated both with increasing an organization’s number of promoters and with decreasing the number of detractors. I’ll share some of the ways we’re doing both of these over the next few OnTracks. In the meantime, I’m interested in finding out if any of you are using the NPS approach and, if so, what your learnings have been – so that I can include those as well. Thanks in advance for sharing via email zingtrain@zingermans.com!

Hope you all had a wonderful summer!

ZingTrain Client Survey

admin — Mon, 18 Jan 2010 19:40:15 +0000

After training sessions, we send a letter to the client asking them for their feedback on the experience.

                         Client Survey
Based on this ZingTrain experience, and using a scale of
0 to 10, where 0 equals "not a chance" and 10 equals "in
a heartbeat," how likely are you to recommend ZingTrain
to a co-worker or colleague?

        0   1   2   3   4   5   6   7   8   9   10
not a chance                                  in a heartbeat

What did you especially like about this experience?

What would have made the experience better?

THANKS FOR TAKING THE TIME TO FILL THIS OUT!
FAX BACK TO: 734-930-1942.

Name (optional):

Mail Order Customer Email Survey

admin — Mon, 18 Jan 2010 19:35:32 +0000

Mail Order sends out emails to recent customers asking them to rate their shopping experience.

Hello there! This is not spam, however, if you're too busy
to answer a quick question or two about your most recent
Zingerman's Experience, delete at will. If you do have a
moment, we'd like to know what you think of Zingerman's
Mail Order!

Using a scale from 0 to 10, where 0 equals "not a chance"
and 10 equals "in a heartbeat," based on your most recent
ordering experience, how likely are you to recommend
Zingerman's Mail Order to a friend or a colleague?

Type Your Numerical Score here, 0-10:
If you have time to let us know why you gave us this score,
please do! Please feel free to share any thoughts, comments
or feedback here:

Thank you so much for your time!

Kindly,
Kristie, Pattie, Annette, Charissa, Jude, Jackie, Jennifer,
Dan, Sharon and Martha
Your Zingerman's Mail Order Phone Team!

Every response with a promoter score receives a follow-up email.

Thanks for the feedback: Take 10% off!

Thanks for the sweet feedback. We're glad you think we're
worth recommending! We want to return the favor. so why not
TAKE 10% OFF YOUR NEXT ORDER. Mention the code [CODE HERE]
the next time you order  and we'll take 10% off all the food
you buy.

Feel free to recommend us to friends and family and pass the
discount code along to them.

Offer expires October 3rd, 2008.

Enjoy,  

The whole gang at Zingerman's Mail Order

FAQ ABOUT THE DEAL

Offer good at Zingerman's Mail Order only: www.zingermans.com
or ring 888 636 8162.

The discount is good for as many orders as you can afford.
Multiple orders welcome on multiple days.

Orders must be placed by end of day October 3rd, 2008.
If you want to place the order now but ship it after October
3rd, 2008 we'll still give you 10% off.

10% off does not apply to discounted items, shipping charges,
gift cards or e-certificates, sorry.

Last email you'll see from us. We'll be quiet now. Thanks.