If you’re a manufacturer relying on a dealer network or retailer to sell your products, their satisfaction with your catalog’s configuration and quoting system is critical to your success. To keep tabs on system satisfaction, Paradigm conducts ongoing Net Promoter Score (NPS) surveys of Paradigm Omni and Web CenterPoint users.
Feedback is collected via an on-screen popup on the My Quotes page that prompts users to respond to the NPS questions based on a scale of zero to ten. While these surveys won’t offer a deep dive into system user satisfaction, their data provide useful trends that can steer you through trouble spots and guide your user-experience strategy.
For example, a recent round of Paradigm NPS surveys offered three practical insights about end-user expectations related to catalog completeness and communication during catalog implementations.
1. User satisfaction starts with a personal connection to your end users during implementation. At-the-elbow support and on-site system training helps reduce barriers to adoption and allows you to focus proactively on supporting users, rather than troubleshooting problems.
2. Be prepared to talk about what’s included in your catalog, especially if you’re starting with a partial implementation. Transparent communication about what’s included, when new products will be added, and which features are available at go-live will prevent pain points before they spread and become dissatisfaction.
3. After the initial implementation, demonstrate responsiveness by seeking input through outbound surveys, webinars, or conference calls, instead of relying on incoming phone calls from dissatisfied users.
It’s not unreasonable for dealers and retail sales associates to want a complete, error-free system catalog. Reality is, implementing a complete catalog from the get-go can be a challenge, and the reasons are too varied and numerous to cover here. Even so, it’s clear that solid communication throughout a catalog implementation goes a long way toward ensuring your system offers a positive end-user experience.
For Paradigm’s part, the Customer Experience Services Team can help you understand what’s important to end users. Survey analysis, custom tutorials, and trainer education programs: These are just a few of the resources available to help you maximize the adoption and use of your Paradigm solutions. We believe that how you treat your end users can make a real difference in their experience with your system and, as a result, the sale of your products.