In this day and age, there is no excuse for poor net promoter score.
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February 25, 2021 4 min read
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Any day at work, you can feel like your company is doing terribly or great. But because feelings are subjective even with previous experiences in your court, the only way to really know what is happening and set a clear course for the future is to analyze metrics as objectively as possible. Of all the numbers you could measure, your Net Promoter Score is arguably the most important.
Related Topics: The Top 5 Metrics Every Business Needs To Track
What is your Net Promoter Score?
The Net Promoter Score (NPS) is a specific metric used to assess the likelihood that your customers will recommend your company or individual products to others. To calculate the NPS, subtract the percentage of people you wouldn’t recommend from the percentage of people who would.
How does NPS connect with growth?
Loyal customers directly drive growth by making referrals and attracting new buyers. The higher your Net Promoter Score, the more likely it is that your company is on track for greater success. In fact, companies with the highest NPS consistently achieve the highest growth shares for their industries. Research has also shown that simplifying anything from customer surveys to NPS is the best way to predict whether you will expand over time.
NPS as a result of the customer experience
Customers don’t get loyal and bring you new business when they have a bad experience. Issues like shopping cart abandonment, inventory shortages / delays, or failed transactions can leave people negative and reduce satisfaction. NPS usually fails when this happens. So looking at your NPS as a result or a consequence is the best way to find out if there are any issues.
What can you do to improve your NPS?
NPS is just a diagnostic snapshot of your brand health, not a mandatory one. You need to dig deeper to determine exactly what needs to change in order for your business to improve. This is where the analysis of other outcome metrics such as conversion or customer effort becomes so valuable. Addressing any of these areas throughout the customer journey can help identify the rough spots that need to be addressed. With a clear plan for smoothing out these areas, you can give your NPS a boost in general.
What causes customers problems isn’t necessarily static over time. Hence, analyzing your metrics must be a routine process. Collecting this data often means you can find correlations between other activities or events and your NPS. These correlations can help you streamline your results, make better decisions about mitigating future risks, and rotate in the ways necessary to give your customers what they want.
Some metrics, such as B. units sold are easy to record internally. With NPS, however, you need to get direct feedback from buyers and close the customer feedback loop. Polls are an efficient way to do this, and NPS only needs one poll question (ie, “How likely are you to recommend?”). Completing a transaction or interaction is a good time for you to make this request. You can also incorporate the NPS issue into other strategies, such as: B. in the interaction with customers on social media.
Once you’ve got your NPS feedback, a more sophisticated NPS calculator like Voxco’s can not only calculate your NPS score but also select your industry and see how you stack up against your competitors.
Because NPS reflects so many points, consider it part of your broader customer experience strategy. A good customer experience strategy hub that has information and other resources in one place can be helpful in achieving overall successful customer experience management.
Related: Customer care is more than high scores
A score, no excuses
The Net Promoter Score is a very efficient diagnostic tool that can help you determine if you need to do further analysis and make changes to your business. If you only need one question, then this number should be calculated regularly. Experts can assist you with completing your assessment if necessary. So get feedback for your business and improve your NPS asap.