So, you sent your Net Promoter Score (NPS) survey, and now you have your data back and tallied. This is your chance to assess your customer loyalty and do something to improve it.
Now that you have your NPS score, the real work starts. In this article, we look at what to do immediately after seeing your NPS rating.
What’s the most important thing you can do with your NPS rating? It’s to take action on it.
Identify your Promoters, Passives, and Detractors, and then follow up with them.
What you choose to do with your NPS rating will define your brand and your overall customer experience for years to come.
Hopefully you explained to your respondents what you were going to do with the NPS data when you got it back.
If so, they’re expecting a follow-up from you to thank them for participating in your survey, and for helping you uncover arenas where you can improve.
To help you with your follow up, you first want to make sure that your survey responses aren’t anonymous, and you do this before sending your survey.
Why is this important? If you don’t know who they are, you can’t follow up with them. And you definitely want to respond to their responses.
How to Follow Up
Now that you know you need to immediately follow up with respondents after seeing your NPS score, it’s time to figure out how you’ll follow up.
You might follow up by email, or you might choose texting or a phone call.
How you contact your respondents really depends on your type of business and the exact relationship you have with your customer.
For example, if your business is more hands-on, a phone call makes perfect sense. With a phone call, you’re really able to connect with your customer. In many instances, though, a personal email is going to be what you use.
When following up, you want to do it as soon as possible after sending your survey and getting your data back. Why? Because it’s fresh in the minds of your customers. If you wait too long, they might forget what they responded.
The Process of Following Up
This can be a tricky conversation, especially with your Detractors and your Passives.
To open the door to a better relationship, you want to find out why they chose the NPS rating they did. You want to learn what you did wrong and what you can do to improve their opinion of your company.
There should be only empathy in your request. Don’t accuse them of being a bad customer for answering passively or negatively.
Try to learn what you could do to get a better score from them in the future. Once they begin to open the door, you can push further to get even more details about their feelings for your business.
It’s important that the staff team you deploy to handle these questions and responses is highly trained in the art of communication. If they aren’t, they could ruin any advantage you might gain by following up. (tweet this)
It takes organization and follow through to catch back up with your respondents after they take your NPS survey, but it’s important if you are serious about improving your customer loyalty.
The NPS survey is a good indicator of customer retention and loyalty because it lets you know who might recommend you to others and who might not. Word of mouth is a powerful advertising tool that doesn’t cost you anything.
This is why following up on the NPS score and learning how you can improve the customer experience is vital to your company’s growth.
Finally, remember to always leave your customer with a few words. First, thank them for taking the time to provide feedback.
Then, let them know you care about them and their response, and you’re going to do everything you can to improve the overall customer experience based on their responses to your survey.
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