Common questions about NPS
How actionable is NPS?
Your NPS will be as actionable as you would want it to be. (Click to tweet). By this what we mean is that it depends solely upon the organization implementing the NPS survey that how fruitful and action oriented they want to make it for themselves.
We at Zonka think that an action oriented approach is more important for a business rather than the choice of metric to be used. What really matters is the number of alterations made by a business based on what they learned from using the metric. The NPS calculation would mean absolutely nothing unless you decide to do something with it.
The first step towards making the NPS survey actionable would be by simply adding a question directly asking the customer ‘the reason for their score’ post the NPS question. The NPS score in the end is just a score and you will never be able to figure out what could probably be the difference between a 6 and 8 score. It will be this question that will help you decipher the actual reason behind the score. Not only this, the reason provided by the customer will then become the basis of your follow-up action plan.
Is NPS for my company?
NPS survey is just as applicable to small business as it is to global corporates. The bottom line for any business is their growth and the NPS system is correlated with increased business growth.
There were many studies conducted by Harvard Business Review, Satmetrix and Bain and Company that found out that there is a strong correlation between the Net promoter Score and a business’s revenue. Their research also shows that when companies adopt to implement the NPS system, and use it as a key metric, it helps drive business growth as the company becomes more focused on improving the score.
Moreover, the NPS score gives businesses a numerical value through which they can actually measure and compare something intangible such as a customer’s loyalty.
How to follow up post NPS results?
As soon as you receive your NPS results the process of following up begins along with it. Different organizations use different strategies for following up but for the same aim of elevating customer satisfaction amongst all its customer base.
After you get the percentage of net promoters, detractors and passives according to the customer segmentation, it depends on your business strategy and other related factors defined by you that which group you would want to focus on.
Following up with the Passives
Find the common denominators among your passives( rating 7 or 8) and begin to work towards resolving their pain points. Follow up with them and improve your own procedures / policies if need arises, and try to turn these passives into promoters.
Following up with the Detractors
As for your detractors, focus on your “high” detractors (e.g. rating 4-6) because they have more potential to be a part of the next best group i.e passives and work on turning them up to the passive group at least. Along with Zonka’s collaborative response inbox, which allows you to solve customer queries and follow up with the means of creating and completing tasks with assigned due dates, you can find out loopholes in your processes and then finally fill the gaps, elevate the level of your customer care, or whatever issues that obstruct a good customer experience.
Following up with the Promoters
Promoters are your unpaid fan brigade and they love what you do! So much so that they are very likely to recommend your business to others. So make sure you ask them to do so. It’s a little-known fact that word of mouth is the primary factor behind 20 to 50 percent of all purchasing decisions.
In the end, don’t forget to thank them of course. Reward them in some way if possible as they are such loyal customers. Use any considerate way of showing your appreciation, anything from a simple discount to a personal thank you note will do.