We use the Net Promoter Score (NPS methodology), which is used to calculate a company's customer loyalty.

When a case is closed, we send an e-mail asking the user if he/she wants to give feedback.

The wording of the question is: How likely is it that you would recommend us to a colleague or friend based on this case?

The scale goes from 1-10 and afterwards it is possible to give written feedback.

It is important for us to know how our customers perceive us and our service, as well as whether there are areas where we can improve.

What about you and your company?

Do you ask for feedback from your customers and if so do you use a specific system for that?