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NPS Score: Measuring Customer Satisfaction

For businesses today, the single most affirming action a customer can make is to come back to your business again. This is one of the true measures of customer satisfaction.

Your goal as a business owner is to ensure your customer’s happiness so they’ll return for a visit.

Right along with this and just as important is knowing your happy customers will tell others about you, and this is where the NPS (Net Promoter Score) comes in. An effective way to measure this is by actively asking for feedback through the Net Promoter Survey.

In this article, we look at the NPS survey and how it relates to the customer satisfaction survey.

NPS and Customer Satisfaction Surveys

The Net Promoter Score is often calculated separately from the customer satisfaction survey, but it can also be part of it.

Remember that the Net Promoter Score survey is the way you learn your customer’s willingness to recommend your business to others.

It includes one question, ““How likely is it that you would recommend x business to a friend or colleague?” The NPS survey uses a 0-to-10-point rating scale and people are categorized as either promoters, passives or detractors.

On the other hand, the customer satisfaction survey gauges how your customers feel about your services (both positively and negatively).

The customer satisfaction survey normally has five-10 questions, uses a ratings scale of one to 10, and queries the customer on their experience, satisfaction and service delivery. It aims to find out how happy your customers are.

The customer satisfaction survey needs to ask more questions to come up with an overall rating, while the NPS only needs to ask one question.

Final Thoughts

The NPS survey and the customer satisfaction survey aren’t really interchangeable, but they can be used in unison when measuring customer satisfaction. (tweet this)

So, which is better? It could be that the two surveys complement one another. You might embed the NPS question in the customer satisfaction survey to give your team on overall view of the customer’s satisfaction as well as their likelihood to recommend you.

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Image:  Mira Bozhko on Unsplash