What is Net Promoter Score and Why Does it Matter?- Marquiz
As we all know, feedback is crucial for businesses.
It helps companies understand their customers better, identify pain points, and improve their services or products.
After all, who knows better what your customers want than the customers themselves?
Customer feedback is essential for any business that wants to succeed. Without knowing what customers think of a product or service, it's impossible to make informed decisions about how to improve or adapt.
Customer feedback provides businesses with valuable insight into what customers like, what they don't like, and what they expect.
One way that businesses can measure customer satisfaction is through the use of a metric called the Net Promoter Score (NPS).
In this article, we'll explore what NPS is, how it's calculated, and why it's a valuable metric for businesses.
II. What is Net Promoter Score?
Net Promoter Score (NPS) is a customer satisfaction metric that measures how likely your customers are to recommend your business to others. It's a simple yet effective way of gauging customer loyalty and satisfaction, making it an invaluable tool for any business.
In a nutshell, NPS is a numerical score that represents the likelihood of your customers recommending your business.
The NPS scale ranges from -100 to 100 and is calculated by subtracting the percentage of detractors (customers who wouldn't recommend the business) from the percentage of promoters (customers who would recommend the business).
To calculate NPS, businesses typically ask customers a single question: "On a scale of 0 to 10, how likely are you to recommend our business to a friend or colleague?" Customers can answer with a score of 0 (not at all likely) to 10 (extremely likely).
Based on the customer's response, they are categorized into one of three groups:
- Promoters (score 9-10): These are customers who are extremely satisfied with the product/service and are likely to recommend it to others.
- Passives (score 7-8): These are customers who are satisfied with the product/service but are unlikely to recommend it to others.
- Detractors (score 0-6): These are customers who are dissatisfied with the product/service and are unlikely to recommend it to others.
Once the customer responses have been categorized, the NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. For example, if 50% of your customers are promoters and 20% are detractors, your NPS would be 30 (50-20=30).
III. Why is NPS a valuable metric for businesses?
Now, you might be wondering why NPS is such a valuable metric for businesses.
Well, for starters, a single question can give you a lot of insight into your customer base, making it a quick and effective way of tracking customer satisfaction.
But the real power of NPS lies in its ability to predict customer behavior. Studies have shown that customers who score 9 or 10 on the NPS scale are more likely to become repeat customers, spend more money, and refer their friends and family. On the other hand, customers who score 6 or below are more likely to churn and leave negative reviews.
By tracking your NPS over time, you can identify trends in customer satisfaction and make informed decisions about how to improve your business. For example, if your NPS drops suddenly, you can investigate what's causing the decline and take steps to address it.
There are several reasons why NPS is a valuable metric for businesses:
- It's simple and easy to understand: Unlike other customer satisfaction metrics, NPS is based on a single question, making it easy for businesses to measure and understand. This simplicity also makes it easy for employees to understand and act on customer feedback.
- It's a reliable predictor of business growth: Research has shown that companies with high NPS scores tend to grow faster than companies with lower scores. This is because promoters are more likely to buy from a business again and to recommend it to others, which can lead to increased revenue and market share.
- It helps businesses identify areas for improvement: By categorizing customers into promoters, passives, and detractors, businesses can quickly identify areas where they need to improve. For example, if a large percentage of customers are classified as detractors, the business can investigate what's causing the dissatisfaction and take steps to address it.
- It can be used to benchmark against competitors: Since NPS is a widely used customer satisfaction metric, businesses can use it to benchmark their performance against competitors. This can help businesses identify areas where they are falling behind and take steps to catch up.
- It's flexible and customizable: While the basic NPS question remains the same, businesses can customize the follow-up questions based on their needs. This allows businesses to gather more detailed feedback from customers and to tailor their approach to specific customer segments.
III. How to Use Net Promoter Score in Your Business
In this section, we'll discuss how to gather NPS data, and how to analyze the results. We'll also provide examples of how businesses have used NPS to improve their customer experience.
A. How to Gather NPS Data
To gather NPS data, businesses typically ask customers a single question: "On a scale of 0 to 10, how likely are you to recommend this product/service to a friend or colleague?" Based on the customer's response, they are categorized into one of three groups: promoters, passives, and detractors.
To get the most accurate NPS score, it's important to gather feedback from a representative sample of customers. This can be done through a variety of methods, including email surveys, in-app surveys, or phone surveys. It's also important to make it easy for customers to provide feedback by keeping the survey short and straightforward.
B. How to Analyze NPS Results
Once the NPS data has been gathered, it's important to analyze the results to identify areas for improvement. This can be done by calculating the NPS score and looking at the breakdown of responses into promoters, passives, and detractors.
Businesses can then use this information to identify trends and patterns in customer feedback. For example, if a large percentage of customers are classified as detractors, the business can investigate what's causing the dissatisfaction and take steps to address it. If a large percentage of customers are classified as passives, the business can explore ways to turn them into promoters.
C. Examples of How Businesses Have Used NPS to Improve Customer Experience
So, what are some examples of businesses that have successfully used NPS to improve their customer experience?
One great example is Airbnb. By tracking their NPS, they were able to identify that hosts and guests were having difficulty communicating with each other. They responded by creating a messaging feature within their platform, which not only improved communication but also increased customer satisfaction and loyalty.
One great example of a business that has effectively used NPS is Apple. By using NPS to track customer satisfaction with its products and services, Apple has been able to identify areas for improvement and make changes that have improved the customer experience. For example, based on customer feedback, Apple has added new features to its products and improved its customer support. As a result, Apple has been able to maintain a loyal customer base, which has contributed to its continued success.
Another example of a business that has effectively used NPS is Airbnb. By using NPS to measure customer satisfaction with its hosts and properties, Airbnb has been able to identify areas where hosts could improve their listings and the overall customer experience. Based on customer feedback, Airbnb has implemented new policies and procedures to improve the quality of its listings and ensure that guests have a positive experience. As a result, Airbnb has been able to maintain a strong brand reputation and attract new customers.
Southwest Airlines is another business that has used NPS to improve its customer experience. By using NPS to measure customer satisfaction with its flights and customer service, Southwest has been able to identify areas for improvement and make changes that have improved the overall customer experience. For example, based on customer feedback, Southwest has made changes to its boarding process and introduced new perks for frequent flyers. As a result, Southwest has been able to maintain a loyal customer base and attract new customers.
Zappos is another great example of a business that has effectively used NPS to improve customer experience.
As an online shoe retailer, Zappos has made customer service a top priority, and its NPS score reflects that. Zappos constantly asks for customer feedback and uses NPS to measure customer satisfaction. By gathering customer feedback and acting on it, Zappos has been able to improve its customer experience, which has led to a loyal customer base and a reputation for exceptional service.
One way Zappos uses customer feedback is through its call center. Zappos encourages its call center agents to spend as much time as needed to make customers happy, and this approach has paid off. By providing exceptional service, Zappos has been able to maintain high levels of customer satisfaction and a strong NPS score.
In addition to using NPS to measure customer satisfaction, Zappos also uses customer feedback to improve its products and services. For example, if a customer provides feedback about a shoe that doesn't fit well, Zappos will use that feedback to improve the product or suggest a better fit for the customer.
Overall, Zappos is a great example of a business that has effectively used NPS to improve customer experience. By consistently gathering customer feedback and acting on it, Zappos has been able to build a loyal customer base and a reputation for exceptional service
But it's not just large businesses that can benefit from using NPS to improve customer experience. Smaller businesses can also benefit from using NPS to measure customer satisfaction and identify areas for improvement.
For example, a local coffee shop could use NPS to measure customer satisfaction with its coffee and customer service. By acting on customer feedback, the coffee shop could improve the quality of its coffee and ensure that customers have a positive experience, which could help the business attract new customers and maintain a loyal customer base.
Ultimately, using NPS to measure customer satisfaction is a valuable tool for businesses of all sizes. By gathering customer feedback and acting on it, businesses can improve the overall customer experience, which can lead to increased revenue, market share, and customer loyalty. So, whether you're a large corporation or a small business, consider using NPS to measure customer satisfaction and take your customer experience to the next level.
In each of these examples, NPS has provided valuable insights into customer satisfaction levels and helped these businesses identify areas for improvement. By acting on customer feedback, these businesses have been able to improve their products and services, which has resulted in higher customer loyalty, increased revenue, and market share.
Another example of a business that has effectively used NPS is Amazon. By using NPS to track customer satisfaction with its online marketplace and delivery services, Amazon has been able to identify areas where it can improve the customer experience.
For example, based on customer feedback, Amazon has introduced new delivery options, improved its packaging, and made changes to its return policy. As a result, Amazon has been able to maintain a strong brand reputation and attract new customers.
Another business that has effectively used NPS is Netflix. By using NPS to measure customer satisfaction with its streaming service, Netflix has been able to identify areas where it can improve the customer experience.
For example, based on customer feedback, Netflix has introduced new features like the "Skip Intro" button and personalized recommendations. As a result, Netflix has been able to maintain a loyal customer base and continue to grow its subscriber base.
Costco is another great example of a business that has effectively used NPS to improve customer experience. By using NPS to measure customer satisfaction with its warehouse stores and customer service, Costco has been able to identify areas where it can improve the customer experience.
For example, based on customer feedback, Costco has introduced new products, improved its store layouts, and made changes to its return policy. As a result, Costco has been able to maintain high levels of customer satisfaction and a strong brand reputation.
Avis Budget Group is another business that has effectively used NPS to improve customer experience. By using NPS to measure customer satisfaction with its rental car services, Avis Budget Group has been able to identify areas where it can improve the customer experience.
For example, based on customer feedback, Avis Budget Group has introduced new technology to speed up the rental process and improve its customer service. As a result, Avis Budget Group has been able to maintain a loyal customer base and continue to grow its market share.
Lastly, American Express is a great example of a business that has effectively used NPS to improve customer experience. By using NPS to measure customer satisfaction with its credit card products and customer service, American Express has been able to identify areas where it can improve the customer experience.
For example, based on customer feedback, American Express has made changes such as increasing its rewards program, enhancing its mobile app, and improving its customer service offerings.
These changes were based on the feedback received through NPS surveys, which allowed American Express to prioritize improvements that would have the greatest impact on customer satisfaction. As a result of these efforts, American Express has consistently ranked among the top credit card issuers in customer satisfaction surveys and has been able to retain a loyal customer base.
IV. Net Promoter Score Best Practices
So, you've decided to use Net Promoter Score (NPS) to measure customer satisfaction and loyalty. Great choice! Now, let's talk about some best practices to make sure you get the most out of your NPS program.
A. Best Practices for Using NPS in Your Business
- Make NPS a part of your company culture: To get the most out of NPS, it needs to be more than just a number on a spreadsheet. It should be a part of your company culture, with everyone from the CEO to the customer support team invested in improving the customer experience.
- Use NPS as a starting point, not the endpoint: NPS is a valuable metric, but it's just one piece of the puzzle. Use it as a starting point for further investigation into the customer experience, such as customer feedback surveys or customer service interactions.
- Follow up with customers: When customers provide feedback through NPS, make sure to follow up with them to address any issues or concerns they may have. This shows customers that you value their feedback and are committed to improving the customer experience.
- Set goals and track progress: Use NPS to set goals for customer satisfaction and track progress over time. This will help you identify areas where you need to improve and celebrate successes along the way.
First, make sure you're asking the question at the right time. You want to catch your customers when they're most likely to have an opinion about your business - for example, right after they've made a purchase or used your service. Asking too early or too late can result in skewed data.
Second, be transparent about your NPS results. Share them with your team and even your customers. Showing that you're committed to improving customer satisfaction can build trust and loyalty.
Third, consider using a customer feedback management tool to collect and analyze your NPS data. These tools can help automate the process, saving you time and ensuring consistency in your survey administration.
Finally, don't forget to act on your NPS feedback. Your customers have taken the time to give you their opinion - show them that you value it by taking action to improve their experience.
B. Tips on How to Improve Your NPS Score
- Act on customer feedback: When customers provide feedback through NPS, take action to address any issues or concerns they may have. This shows customers that you value their feedback and are committed to improving the customer experience.
- Provide excellent customer service: Providing excellent customer service can go a long way in improving your NPS score. Make sure your customer support team is well-trained and equipped to handle any issues that may arise.
- Offer incentives for promoters: Offer incentives to customers who promote your business to their friends and colleagues. This can include discounts, exclusive content, or early access to new products.
- Monitor customer sentiment: Monitor social media and review sites to see what customers are saying about your business. This can help you identify trends and patterns in customer feedback and address any issues before they become widespread.
- Personalize the customer experience: Tailor your approach to each customer based on their preferences and needs. This can include personalized product recommendations, customized communications, or individualized support.
- Simplify the customer journey: Identify and remove any unnecessary steps or barriers in the customer journey. Make it easy for customers to find what they need, complete purchases, and get support when they need it.
- Foster a customer-centric culture: Ensure that everyone in your organization, from top to bottom, is focused on delivering an exceptional customer experience. Encourage a culture of empathy, listening, and responsiveness to customer needs.
- Use customer data to inform decision-making: Collect and analyze customer data to gain insights into their behavior, preferences, and needs. Use this data to inform product development, marketing, and customer support strategies.
- Communicate transparently: Be transparent with customers about any changes, updates, or issues affecting your business. This can help build trust and foster a positive relationship with customers.
- Offer proactive support: Anticipate and address customer needs before they arise. This can include providing helpful resources, offering proactive troubleshooting, or reaching out to customers to check in on their satisfaction.
- Continuously measure and iterate: Regularly track and analyze your NPS score, along with other customer feedback metrics, to identify areas for improvement. Use this information to make data-driven decisions and continuously iterate your customer experience strategy.
C. How to Use NPS Feedback to Make Informed Business Decisions
- Identify areas for improvement: Use NPS feedback to identify areas where your business can improve the customer experience. This could include product features, customer service, or website design.
- Prioritize improvements: Once you've identified areas for improvement, prioritize them based on the impact they will have on customer satisfaction and loyalty.
- Test improvements: Before implementing changes, test them with a small group of customers to make sure they have the desired effect.
- Monitor progress: Once changes have been implemented, monitor progress using NPS and other metrics to see if they have had the desired effect.
So, how can you use NPS in your business?
First and foremost, make sure you're asking the question consistently and regularly. This can be done through email surveys, in-app pop-ups, or even in-person interviews. You'll want to gather enough responses to get a statistically significant sample size, so don't be afraid to follow up with customers who haven't responded yet.
Once you have your data, it's time to analyze it. Look for patterns in the responses - are certain demographics more likely to be promoters or detractors? Are there common themes in the feedback you're receiving? Use this information to identify areas for improvement and set goals for increasing your NPS over time.
But don't stop at analyzing your NPS - use it to drive action. Share your NPS data with your team and make sure everyone is aligned on the importance of customer satisfaction.
Consider setting up a cross-functional team to tackle any issues that arise and make improvements to your customer experience based on the feedback you receive.
For example, let's say your NPS data reveals that your customers are unhappy with your shipping times. You could create a task force to investigate the issue and come up with solutions, such as implementing a new shipping provider or offering expedited shipping options.
By taking action on your NPS feedback, you'll not only improve your customer satisfaction but also increase your chances of retaining those customers and gaining new ones through positive word-of-mouth.
D. How to Implement NPS for Your Company/ Business
Implementing the Net Promoter System (NPS) involves significant changes in the management of a company and the creation of teams responsible for improving customer loyalty. It's important to note that the implementation of the NPS system goes beyond conducting surveys.
To successfully implement the Net Promoter System, consider the following steps:
- Gain Leadership Support: The top officials of the company, including the CEO, must prioritize increasing the number of customer-promoters and decreasing the number of brand critics. Customer focus should be embedded in the company's development strategy, with managers setting the tone as role models for their employees.
- Add NPS to Core Metrics: Implement uniform standards for NPS questionnaires and decipher the results. This will help divide customers into segments and determine the value of investments in employee training. The goal is to use NPS to increase the number of loyal customers and, as a result, the company's profit.
- Implement a Convenient Service for Working with Surveys: Determine the best method for collecting completed questionnaires. Polling QR codes on receipts, mailing lists, polls at terminals, or offline service points can be effective. Marketing quizzes can also collect data, integrate with CRM, and email mailing systems.
- Collect Feedback: The marketing team, quality department, or support service should conduct systematic surveys, collect and analyze feedback from customers. This helps to quickly identify problems that repel customers and look for solutions. General meetings should be held by managers to explain why it's important to work towards increasing customer loyalty, where working moments are discussed and new ideas are born.
- Improve Quality: The team responsible for implementing quality improvement initiatives should draw on survey results, up-to-date market data, and decisions from general meetings. For example, companies that have customers who are environmentally conscious should focus on natural products and sustainable packaging.
- Maintain a Comfortable Atmosphere Within the Company: Employees should know how their efforts affect customers and put all their energy and creativity into their work. ERP and CRM tools, along with a reward system in the form of bonuses and personal development plans, can help keep employees motivated.
- Organize Quick Feedback: The Net Promoter System is based on receiving feedback almost instantly. Reviews are carefully studied and analyzed, and specialists can track the further actions of customers. All of this happens in real-time, quickly and smoothly, with the support of the entire team.
By following these steps, a company can successfully implement the Net Promoter System, improving customer loyalty, and ultimately, increasing profits.
E. How to Run Surveys to Collect NPS Feedback
Running surveys to collect NPS (Net Promoter Score) feedback can be a great way to gather insights into how customers perceive your business and how likely they are to recommend your products or services to others.
Here are some tips on how to run effective surveys and collect NPS feedback:
- Determine your goals and target audience: Before creating your survey, determine what you hope to achieve and who you want to target. What specific questions do you want to ask and what kind of audience do you want to reach? This will help you create a survey that is tailored to your needs and can generate useful insights.
- Choose your survey method: There are several methods you can use to conduct surveys, such as email, online forms, phone calls, or in-person interviews. Choose the method that is most convenient for your target audience and that will help you achieve your goals.
- Keep your survey short and focused: People are more likely to complete surveys that are short and to the point. Keep your questions clear and concise, and avoid using technical jargon or complex language.
- Include NPS questions: The Net Promoter Score (NPS) is a popular metric used to measure customer loyalty. Including an NPS question in your survey can help you gauge how likely your customers are to recommend your business to others.
- Use a mix of open-ended and close-ended questions: Open-ended questions allow respondents to provide detailed feedback in their own words, while close-ended questions can provide quantitative data that is easier to analyze. Use a mix of both types of questions to get a more complete picture of customer perceptions.
- Test your survey before launching: Test your survey with a small group of customers before launching it to a larger audience. This will help you identify any issues with your questions or survey format and make improvements before launching.
- Follow up with respondents: Once you have collected survey responses, follow up with respondents to thank them for their participation and address any concerns they may have raised. This can help build goodwill with your customers and demonstrate that you value their feedback.
In conclusion, Net Promoter Score (NPS) is a valuable customer satisfaction metric that can help businesses improve the customer experience, drive growth, and increase customer loyalty.
By using NPS as a starting point and following best practices, businesses can identify areas for improvement, set goals, track progress, and benchmark against competitors. By acting on customer feedback, providing excellent customer service, and monitoring progress, businesses can improve their NPS score and drive customer loyalty.
It is important to ask the NPS question consistently, be transparent about the results, and celebrate successes. If you're not already using NPS to measure customer satisfaction and loyalty, it's time to start! So, start measuring your NPS today and see how it can transform your business.
Your customers will thank you for it!