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The Zonka Feedback Blog

Feedback Management, Feedback Trends, Feedback Technology, Data & Analysis, amazing Survey Tips & New Features at Zonka

5 ways for getting the most out of your promoters

5 ways for getting the most out of your promoters

You know your Net Promoter Score program is a hit when your NPS survey platform reflects a large number of brand loyalists i.e. your promoters. Promoters are customers that are very loyal to your company and are your free source of promotion. But unfortunately, being highly involved in following up with the detractors, companies miss out on leveraging the promoters to their welfare. What we believe is that the detractors are a tough job. Understanding their disappointments, following up with them and finding out ways to making up takes a lot of time and effort. Most businesses get engulfed in this toil and fail to get the most out of their free goodwill ambassadors- the promoters. The best part about dealing with promoters is that they are easy. A lot can be achieved with the help of promoters without putting in a huge amount of effort. We’ve put together 5 ways in which you can leverage the power of the promoters.   1. Reach out and show gratitude Reach out to your promoters and thank them for being a customer. Your promoters should be aware of how important they are for you, so it's time you make them realize the same. You can attach personal notes when you communicate with them. This simple act of personalization will deepen the relationship your company shares with the customer even more. Also, communicate what you’ll be doing to make things better with the help of their feedbacks. Knowing that their inputs matter so great and are actually being implemented,…read more
Calculating Net Promoter Score (NPS) – Doing it the right way

Calculating Net Promoter Score (NPS) – Doing it the right way

Various industries calculate the Net Promoter Score with a standard formula i.e. Number of Promoters — Number of Detractors) / (Number of Respondents) x 100. But what can be considered as an ideal net promoter score differs for all the sectors.  Here is a representation of average Net Promoter Score by sectors - How different industries calculate NPS An average Net Promoter Score may differ for various industries. What is acclaimed as a good Net Promoter Score can be considered as a bad Net Promoter Score for another industry. So, while dismissing your NPS as a good/bad score make sure you have compared it to other competitors within your industry. There are a lot of industries using the Net Promoter Score currently and thus what can be considered as an “ideal” score wildly depends on the industry type and products or services provided by your company. For example, (refer to the image above) Net Promoter Score for Health Insurance companies range from -2-35, with an average of around 10 whereas Net Promoter Score for Hotels, on the other hand, range from -20 to 62 approx, with a rough average of 30-32. Such diverse are the average Net Promoter Score for the different industry so the personal qualifying scores for good or bad NPS would have to be set by the different industries themselves based on their industry type and the ongoing industry trend. So, while an NPS as close as 100 is considered best but you may only concentrate on making your NPS to be the highest in…read more
The ABC of NPS Survey- What it is and what it’s not

The ABC of NPS Survey- What it is and what it’s not

Many things that you do as a brand makes a customer either come back to your brand or avoid it like the plague. So, how does a business keep these personal ratings and variations in them in check? By implementing a Net Promoter Score Software which is the easiest way for capturing customer loyalty. NPS index ranges from -100 to 100 and is used for gauging the customer's overall satisfaction with a company's product or service and the customer's loyalty to the brand.  NPS - A metric or a process? Both! Yes, you can describe Net Promoter Score as both a metric and a process. Net Promoter Score is a metric that was first developed in 1993 by Fred Reichheld and later adopted in 2003 by Bain & Company and Satmetrix as a way to predict customer purchase and referral behavior. NPS survey is designed to measure your customer's overall loyalty to your brand. Also, businesses have to surpass a series of steps/actions in order to calculate the ultimate net promoter score, which makes it fall into the category of a process too.  CSAT is NOT NPS When it comes to measuring customer satisfaction and loyalty, NPS is not the only metric that businesses have at their disposal. There many other metrics that are very popular and does the same job quite well. There are many who confuse CSAT with NPS as they both measure customer satisfaction. Arguments have also sparked on the fact that which one is better amongst CSAT and NPS. Decoding NPS and…read more
How, When and Where to Collect Net Promoter Score Surveys

How, When and Where to Collect Net Promoter Score Surveys

Net Promoter Score Survey usually referred as NPS survey is a quick and easy survey, which usually takes taking 15-20 seconds to fill. It very effective compared to surveys that require 15-20 minutes of time. In addition to the ultimate question, adding a follow-up question about the reason for the score makes it even more powerful. It gives a clear direction to the follow-up actions to be taken. The Net Promoter Score Survey is very dynamic and any organization that is willing to implement the NPS survey has the opportunity to perform the survey process in one of two ways: Transactional and Relationship. Which approach/type of survey would be best for your organization will depend upon certain things like your organization type, the number of customers and your customer lifecycle etc. For making your choice of NPS survey type easy, we have elaborated both the approaches below - Types of Net Promoter Score Survey There are 2 broad categorizations under which NPS surveys are divided. 1. Relationship NPS Survey Relationship surveys attempt to investigate a customer’s loyalty towards a company/brand. These surveys focus on extracting the overall satisfaction of the customers with the company. They occur at regular intervals (monthly, quarterly, half-yearly).  The company's which are just beginning with using the NPS system, they should start with Relationship style of surveying. Send out your NPS surveys in stages initially and then keep a tab on touch points that are majorly affecting it. Transactional surveys should then focus on those touchpoints that relationship surveys indicate as the most important…read more
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