What are NPS best practices? We look at this as well as why you should be using NPS to better understand how your customers feel about your business.
NPS survey
2 Ways You Can Embed an NPS Question into an Email
Uncategorized
Are you looking to increase your survey response rates. A great way is to embed your survey. Here are two ways you can embed an NPS Score into an email.
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.
What is a Good NPS Score for Ecommerce Stores?
Survey Tips
NPS scores vary depending on your business category. Ever wondered what is the average NPS score for Ecommerce store? In this article we discuss it.
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.
Images: Saketh Garuda on Unsplash
Why the Survey Channel Impacts Your NPS Score
Survey Tips
The Pew Research Center says that sending online surveys is one of the cheapest, most convenient means of data collection for businesses today.
Not only can you send product and customer service surveys, but you can send Net Promoter Score surveys and more with a full-service online survey software.
While sending surveys is the easy part, getting responses can be a bit more challenging. One way to get more responses is to have an effective plan for the distribution of your surveys.
In this article, we look at why the survey channel impacts your NPS score.
Texting Your Survey
If you use SMS (text messaging) to send your NPS survey, you’ll find it’s an easy way to send a survey. Simply craft a text, insert a link to your survey, and send it.
Although, with this channel, you have to have an SMS service for your business, and there are legal limitations. For example, your customers have to opt-in to receive your messages.
Because you have less likelihood to reach all respondents, text messaging should be a supplementary channel for your NPS surveys.
Emailing Your Survey
This is the single best channel for sending your surveys, and it impacts your NPS score because you’re more likely to see a higher response rate.
If you look at your customer database, you’ll find that you have an email for nearly all of your customers, while you may not have opt-ins for all of them when it comes to text messaging.
Emailing your survey is the best way to distribute your survey online. You can target customers for the most accurate data.
Because you’re sending an email to your customers who have already opted in and want what you have to offer, you have a better chance of getting high-quality responses.
Final Thoughts
The survey channel does impact your NPS score, so choose wisely.
In addition to email and texting options, consider sharing your survey through social media, putting it on your website, and including it in blog posts.
Ultimately, the more ways you get it out there, the more responses you’ll get.
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: rawpixel on Unsplash
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.
Image: rawpixel on Unsplash
What is a NPS Score, and Why is it Important?
Survey Tips
For businesses who like to know what their customers think about their company, the NPS Score is an important tool.
But, you may ask, “What is a NPS Score, and why is it important?”
In this article, we look at the NPS Score survey and how it can benefit your business.
What is the NPS Score?
NPS stands for Net Promoter Score. It measures customer satisfaction.
This score comes from the Net Promoter Survey, and it’s a really simple, one question survey.
All you do is ask your customers this question: “How likely are you on a scale of 0-10 to recommend our (name of business/products/services) to your friends, family, or colleagues?”
This is what your answers mean:
- Those who choose between 0-6 on the scale are called detractors.
- People who answer with a 7 or 8 are neutral or passive to your business.
- Respondents who choose a 9 or a 10 are your promoters.
To get your NPS Score, you subtract the percentage of detractors from the percentage of promoters, and you have your answer. You completely ignore those who answer with a seven or eight.
The higher your score, the better you did.
Why is it Important?
Overall, the Net Promoter Score is important to your business because it provides a big-picture look at your customer loyalty. (tweet this)
You can see how this separates you from the competition, and it helps you see where you can improve.
The NPS Score also shows you how specific departments in your company are doing so everyone is getting equally high scores.
Plus, if you use the NPS Score, and you use it as a key indicator of how well your company is doing, you’ll see it helps drive your business growth as you work to improve your score.
For example, if your first score is under eight, and you make a plan for improvement, you can resend the survey six months later and see if your score grows.
The NPS Score Works
We like the NPS for many reasons, one of which is that you can gauge company success by this score.
Those people rated as promoters (score of nine or ten) are much more likely to be repeat customers. You are in essence closing the funnel because you are locking in future business.
So, by aiming for a promoter rating, you are helping ensure your success.
In addition, we like the score because it lets you know if you can count on word of mouth.
Hands down, word of mouth referrals are the most important piece of your marketing strategy. Word of mouth is better than any marketing strategy you can come up with.
In our hyper-digital age, people want to know what others think. They even trust the word of strangers. So, the more promoters you have promoting your business, the better.
Because you value the NPS Score, you can work hard for your nine or ten scores, and if you do, you’ll know that the referral is right around the corner.
Best practices are to track your NPS Score on a regular basis, compare the results over time, strategize for improvement and continue to evaluate the data.
Final Thoughts
The business environment is increasingly crowded, and it’s more important than ever before to not only get new customers but retain your current ones.
The best way to increase your business is to keep your customer base so happy that they’ll share how much they like you with friends and family.
The Net Promoter Score is the best gauge of customer satisfaction and one you can use to determine how content your customers are with your products and services.
Bottom line – the NPS helps you understand if your customers would recommend you to others. If your score is under eight, you’ve got some evaluating to do.
A low score means you need to have frank discussions about your products, customer service, and overall processes. Your goal is to get your score to nine or ten.
If your score is already a nine or ten, you still want to have a strategy session to make sure you carry on and provide for your customers, so they continue to sing your praises.
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: Glenn Carstens-Peters on Unsplash