NPS score

NPS Score: Measuring Customer Satisfaction

Survey Tips

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.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Image:  Mira Bozhko on Unsplash

NPS Score: Why It’s Good To Use

Survey Tips

The Net Promoter (NPS) Score is the single best question to ask respondents because it not only helps you gauge customer loyalty, but it helps you learn whether your customers appreciate you so much they’d tell other people about you.

The NPS question is this: “How likely is it that you would recommend our business to someone else.”

Let’s look at the NPS score and why it’s good to use.

It Measures Repeat Business

With one simple question, you can determine if your customers will shop with you again.

It’s a great tool for forecasting your business growth potential.

The NPS score measures the likelihood of repeat business while at the same time measuring the probability of new business. (tweet this) For example, if a customer responds high on the positivity scale, you know they’ll be back, and they’ll recommend you to others. 

It’s Easy to Implement

What could be easier for respondents than a one question survey?

The NPS Score is simple, straightforward and lightning quick for your survey takers. All you want to know is how likely they are to recommend your business to a friend. 

It Helps You Track Change

Let’s say that your first NPS Score didn’t reveal great results.

You go back to the drawing board and fine tune your customer service policies. You train your staff and provide ongoing refreshers. Finally, you begin instilling the thank you culture into your business model.

It’s six months later, and you send out another survey, and the results are much improved.

By using your NPS Score, you can survey customers twice a year to see if your improvements are working. If they aren’t, you can again make changes. 

Final Thoughts

Start the process in your business today and use the Net Promoter Score as part of your overall marketing strategy and business growth plan.

You’ll gain valuable insights about the customer experience and learn where you need to improve.

Use the NPS Score to improve your customer service and your processes for the absolute best customer relationships and to ultimately grow your business.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Image: Mpho Mojapelo on Unsplash