NPS score

When to Ask NPS Score

Survey Tips

Have you ever wondered when to ask NPS score? When should you send this survey to customers? We’ll answer that in the article so you get good responses.

The Most Important Metric You Should Be Focusing On

Survey Tips

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)

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.

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What is a Good Net Promoter Score?

Survey Tips

The Net Promoter Score is an excellent measuring system for your business. It’s a survey method that helps you determine how loyal and happy your customers are. The purpose of it is to pave the way for continuous improvement. (tweet this)

For example, if your score is low one quarter, you can work in each subsequent quarter to improve it. The bottom line is that regardless of your score, your end goal is to always be working towards increasing the score.

Now, in this article, we look at the question, “What is a good Net Promoter Score?”

Understanding the Net Promoter Score Calculation

Once you send out the survey, you get back individual scores from 0-10. Here’s what they mean.

  • Promoters (score 9-10) are loyal enthusiasts that you can expect to keep purchasing from you and referring others which fuels growth.
  • Passives (score 7-8) are satisfied, but they are not enthusiastic customers. They are vulnerable to your competition.
  • Detractors (score 0-6) are your unhappy customers who can damage your brand and hinder growth through their negative word-of-mouth.

Once you have your scores, you should learn how to calculate your NPS or cut out the math and use our net promoter score calculator to work out your score.

Understanding the Net Promoter Score

Once you have these numbers, you subtract the percentage of detractors from the percentage of promoters to get your Net Promoter Score. The top score you can get is 100, and that’s only if everyone is a promoter.

  • A percentage from -100-0 means you need improvement.
  • A percentage from 0-30 means you’re doing good.
  • If you make it to 30-70 percent, you’re doing great.
  • An excellent percentage is 70-100.

So, the higher your score, the more you can count on your customers to refer your company to others.

To Conclude

So, in the simplest terms, a good Net Promoter Score for your business is the score that’s better than your last one. As long as you’re improving, you’re moving in the right direction.

The single most important thing about your score is that it’s growing. It’s not a set of vanity data. It reflects the health your relationships with your customers.

You want to ensure that your customer is acting on your NPS data, so you continuously work to improve it. Consider surveying your customers every six months to make sure your business is on the right track.

By dedicating your business to improving your Net Promoter Score, you end up with happier customers who increase your business through word of mouth.

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.

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