The net promoter score was launched in 2003, and since then, it has been an integral part of the organization. It helps them to drive a change in their business. If you are a business owner and still have not implemented NPS, it is the right time to go with it.
Still not convinced? Here are some reasons why NPS is important:
NPS is simple, easy to compare, and acts as a way of brand performance. More importantly, NPS allows you to find the most loyal customers and use them as the model to build your product.
NPS helps businesses to:
- Quantifies word-of-mouth traffic.
- It helps to measure customer loyalty.
- Provides a benchmark to measure customer loyalty.
- Identifies areas for product improvement.
- Easier to adopt and user-friendly.
This article will learn why it should be a key metric for your business.
Tips for using net promoter score for your business
Now that we know the importance of the net promoter score and its impact on businesses, here are NPS tips to follow for your business.
1. Using the right NPS software
You need terrific NPS software to measure NPS and gather feedback from your customers. Therefore, it gets recommended to use the right NPS software that suits your business well.
A good software like Zonka Feedback offers an easy-to-use and seamless experience compared to other NPS tools present in the market.
The above is a prime example of the NPS survey. It can be sent via emails in the form of email embeds. If you are looking for NPS software, you must consider all these functionalities:
- Schedule surveys or run one-time campaigns.
- Customized rating and follow-up questions.
- Multiple channels to deliver the survey.
- Notifications about new responses and follow-ups.
- Integrations with different tools to act on the feedback quickly.
In short, a dedicated NPS tool allows you not only to run a survey but to measure responses.
2. Frequency of the survey
Don’t send a survey ASAP if someone becomes a customer. As part of NPS’s best tips, here are some points to consider about the frequency:
- The frequency of your NPS survey depends on your goals, your industry, and the customers you have.
- Have specific actions performed by your customer; they will automatically get an NPS survey question. Timing is the key when it comes to sending the NPS surveys.
- NPS gives you an overall emotion of the customer towards your brand. It is too soon for them to have a strong viewpoint about your product unless they have experienced it for a long time.
That doesn’t mean you have to send an NPS survey once a year to the customer. But something you should do regularly. The business aims to increase their NPS score, so you need to send NPS surveys at regular intervals.
If you are planning to send NPS surveys to all of your customers in the form of an email blast? Please refrain from it. Sending bulk emails will be impersonal. The problem with bulk NPS emails is that most customers are at different stages in their customer journey.
The best way is to send NPS surveys to your customers at similar stages so there is uniformity. It will give you insights into who is the promoter and what made them.
If the customer is a detractor, the business can research what could have gone wrong for them during their customer journey.
3. Close the feedback loop
Once you get terrific information from your customers during the NPS survey, where most of them took time to fill in their comments, it does not end here. You need to close the feedback loop. There is no point in wasting everyone’s time if you don’t.
Therefore, closing the feedback loop is everything regarding the NPS surveys. Ask any NPS expert; they will agree that closing the feedback loop is necessary while taking customer feedback.
There are great advantages of closing the feedback loop:
One of the advantages of closing the feedback loop is that you can mend fences with your customer who is not happy with their experience with your brand. When you complete the feedback loop, you solve the problem they had with you. It means in the end, they will end up having a better customer experience and will recommend the brand to their friends and family.
Customers are not used to many companies solving the problems that they would have complained about in the survey. By closing the feedback loop, your customer will get delighted.
When you close the feedback loop, you can use this opportunity to improve relationships with customers. When you act on the feedback and provide friendly solutions for your customers, you are more than likely to convert them from detractors to the promoter.
4. Customize your NPS surveys
Customizing your NPS survey according to your customers is a sure-shot way to improve customer feedback. In the end, the business is using NPS surveys to know their customers well, so why not customize it.
There is no single NPS survey template that you have to send. You can use feedback software for this purpose.
The NPS survey you send should align with your company’s branding. You can customize your NPS surveys by adding different subject lines and implementing the one that performs the best. Ensure that the subject you use is apt for the customer to open the email and respond.
5. Implement open-ended questions
The open-ended questions allow the customers to speak their hearts out? Ask open-ended questions based on the customer’s score. It will make them send honest answers you would not have expected.
Scenarios to ask open-ended questions:
If the score is between 0 and 6, you can ask:
“What caused you to give us such a bad grade?”
“How can we assist in raising the score?”
If the score is 7 or 8, you may inquire:
“How can we make your experience with us better?”
“Do you have any suggestions for how we could improve our services?”
If the score is 9 or 10, you may inquire:
“We are delighted that you are enjoying your time with us. What do you believe is the best aspect about us?”
“What would you change about our customer service or product if you could? If there is more than one, could you please let us know?”
6. Leverage your promoters
It will help if you collaborate with your NPS promoters. While profoundly worrying about the detractors, many companies tend to forget that you have promoters who are happy with your business.
Your promoters will recommend your business to their friends and family; you can utilize them for your campaigns, use them for your Linkedin posts, etc. Here are some ways to leverage your promoters:
- Referral program.
- Asking to leave reviews.
- Social sharing.
These were the compilation of NPS’s best tips. If you enjoyed reading this and are about to send out NPS surveys, first engage people from social media to customer loyalty programs.
Ask them the all-important question: “How likely are you to suggest our brand to a friend on a scale of 0 to 10?” Make sure there is a place for your consumers to leave comments so you can gather more information to help them finish the feedback loop.
If NPS surveys get correctly implemented, they have the potential to transform the way you manage your organization dramatically. It will alter how you communicate, train your personnel, operate, and create experiences for your customers. It possesses the necessary clout to turn your organization on its head positively.