Silence is Golden — Unless It’s the Customers’ Voices
An overview on how we really value customer voices.
To embody our “Focus on Consumer” DNA, Tokopedia Care gathers all feedback addressed by users regarding their experience in using Tokopedia products and/or services. One of the ways to gather the feedback is by distributing surveys to our customers. On a monthly basis, there are more than 70 NPS, CSAT, and CES surveys administered to our users in order to capture their satisfaction, loyalty, and ability to navigate and use Tokopedia with ease. An enormous volume of responses is recorded and processed each month to produce meaningful insights for respective stakeholders, where it is further utilized for product improvement and development.
After the insight has been produced, a new question arises: what’s next? When it is safe to assume that the insights are taken and accepted, improvements are made, and launched to cater users’ needs? What comes after that? Commonly, an announcement is made for users to try the newly improved product and/or feature. But at Tokopedia, an additional measure is taken which includes launching a ‘Dari Toppers Untuk Toppers’ (From Toppers to Toppers) publication. To truly live the aforementioned DNA, the publication not only announces the brand new feature, it also shares appreciation to our users for their feedback and contribution in making the improvement happen. Essentially, this is done to let users know that their voices are heard and that they matter.
The publication is released through our social media platforms such as Instagram, Twitter, or even Facebook Groups (to target specific users, such as Sellers and Mitra Tokopedia).
The publication is created through a collaboration between the Product, Business, Customer Engagement, and Customer Insights & Analytics teams in Tokopedia. The key points included in the publication can be listed as follows:
- Customer’s Voice: Sharing the opinions or voices of customers from any sources such as surveys, comment apps on Playstore/App Store, or even suggestions addressed in customer complaints.
- Feature introduction: In this section, the new feature is introduced by showing some interface or how to use the feature.
The following lists the examples from our ‘Dari Toppers Untuk Toppers’ publication:
- The Addition of WOM Finance for Credit Installment Payment via Tokopedia
2. Cash On Delivery (COD) as a Payment Method on Tokopedia
To make it more exciting, the selected voices displayed on social media are also tagged to the users’ personal account, so that they are aware of this publication. As a token of appreciation, we also offer them a reward for giving insightful feedback to Tokopedia.
You can also take part in making Tokopedia better by filling in the survey that is sent to your account, or simply give your voice to Tokopedia Care’s social media account for the chance to be featured. We are excited to hear more from our customers, innovate based on these voices, publish more content, and most importantly, to provide our users with the best experience when using Tokopedia to fulfill their daily needs.
