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.
is the NPS Score?
NPS Score stands for Net Promoter Score. It allows you to measure customer
loyalty, and it shows you how well your brand is performing.
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
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
recommend checking your NPS Score by sending surveys on a regular basis.
calculate this score using the following measurements:
are your detractors
are your passives
are your promoters
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.
that you know what it is, let’s look at why you should be focusing on it.
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.
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.
your score over time. Look for signals your service could use some work.
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.
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.
Customers Come from Happy Employees
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.
turn, when your customers are happy, your employees feel good about providing
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.
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
end result is a team that is fulfilled on the job, and customers who remember
that great service.
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?”
dive into the experience with your team members and help them see all the ways
they can improve their service.
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
the score as a jumping off point for your overall marketing strategy. It’s the
pinnacle of your objectives.
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)
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.
Images: Saketh Garuda on Unsplash