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.
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Image: Mpho Mojapelo on Unsplash