When it comes down to your customers, you know how important their feedback about your services is. Collecting their input and directing it towards service development could be a real differentiator on these days crowded market. Besides the classical satisfaction & feedback surveys there is another useful system to try out – net promoter score – your simple customer loyalty indicator. Let’s dig into some in-depth details about using it.
Essentially, the Net Promoter Score involves asking your users how likely is it that they would recommend your company to a friend or colleague, giving them a 0 to 10 point scale to rate the likeliness. That, right there is the moment of truth. Is your product or service good enough to be recommended?
According to this system, your existing customers can be classified into 3 categories, based on what point on the scale they choose. Promoters, that are likely to choose between 9 or 10, are loyal enthusiast who also urge their friends into buying. Passives (7 to 8) are satisfied clients lacking the same enthusiasm as Promoters. They can easily change their mind and buying habits and turn to your competitors. Arriving to Detractors, they are unhappy customers, not satisfied by your offer and really likely to give you a 6 or below on the net promoter scale. To calculate your company’s Net Promoter Score, you have to subtract the percentage of customers who are Detractors, from the percentage of customers who are Promoters.
Nevertheless, simply reaching a number isn’t enough. You can’t take action if you don’t know why a customer is or is not likely to recommend. So the “Why?” question comes in really valuable in continuing this process & fuel future improvements.
Net Promoter Score can turn out really beneficial if you want to see how your company is doing in the eyes of your customers and you can use it in a variety of ways. Some scenarios could include end of the year client surveys, end of project customer surveys or periodically employee surveys. It’s a great way of understanding loyalty, and a good start for developing strategies in order to make it stronger. Have you tried it out so far? Let us know about the outcome in the comments below.