In the 21st century, the key to your success is customer loyalty. It’s never been more essential to provide the best customer service possible.
To help you achieve this, we look at the most important metric you should be focusing on. This is the NPS Score.
What is the NPS Score?
The NPS Score stands for Net Promoter Score. It allows you to measure customer loyalty, and it shows you how well your brand is performing.
You get this score when you send customers a survey with just one question, “How likely on a score of 0-10 are you to recommend us to family, friends, and co-workers?”
The score is important as you work to improve your processes to provide customers with a good experience. The NPS Score also helps you find your most loyal customers. You can then use them as a model when thinking about your ideal customer.
We recommend checking your NPS Score by sending surveys on a regular basis.
You calculate this score using the following measurements:
- 0-6 are your detractors
- 7-8 are your passives
- 9-10 are your promoters
You don’t need to factor your passives into the calculation. Then subtract the percentage of detractor responses from the percentage of promoter responses to get your Net Promoter Score. Your score will range from -100 to 100 being the absolute best.
Now that you know what it is, let’s look at why you should be focusing on it.
The Cheapest Marketing
You probably already know that word of mouth marketing is cheap and invaluable.
More people trust their friends over any type of advertising. This is why word of mouth is so important to you.
Since you can’t track your word of mouth traffic like other forms of advertising, you’ll never know how likely people are to recommend your business to others if you don’t know your NPS Score.
Know your score over time. Look for signals your service could use some work.
Customer Loyalty Matters
The loyal customer is invaluable to your business. In fact, you’ve probably heard the saying that it’s more cost effective to keep a current customer than it is to get a new one.
For this reason, along with the fact that your loyal customers are your brand ambassadors, you have even more proof that the NPS Score is your most important metric.
Happy Customers Come from Happy Employees
The circle of customer service is constantly moving and evolving. For example, if your employees are happy with their jobs, your customers are more likely to have good feelings about your business because they get better service.
In turn, when your customers are happy, your employees feel good about providing excellent service.
One way to help your team work together for a common goal is to set the NPS Score front and center. Make sure everyone knows improving your goal is your aim.
Then, align your mission, vision, and objective to making your NPS Score better. Whether you need to improve by a lot or a little, this one goal can unite your team.
The end result is a team that is fulfilled on the job, and customers who remember that great service.
The last question you want to ask each of your staff member’s at the end of the day is, “Did each of your customers leave here pleased with their experience?”
Really dive into the experience with your team members and help them see all the ways they can improve their service.
Final Thoughts
If you’re ready to improve the overall customer experience at your company and propel your business over the competition, it’s time to consider the Net Promoter Score.
Use the score as a jumping off point for your overall marketing strategy. It’s the pinnacle of your objectives.
Remember, it’s one thing to have a customer buy from you once. It’s entirely something different when they do it again. And, you know you’ve done a whole lot right when your customer picks nine or 10 on the NPS survey, and says, “Yes, I’ll recommend you to friends.”
If you’re ready to utilize the NPS to evaluate your customers’ experience with your business and improve your overall customer relationships, the best place to start is with a survey. (tweet this)
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Images: Saketh Garuda on Unsplash