As an online retailer, knowing your Net Promoter Score (NPS) can help you increase revenue, grow your customer base, and encourage customer retention.
The NPS Score measures how likely it is that your customers will recommend you to others. You want the highest score possible because that means your current customers are your best marketing tool: word of mouth.
So, as an eCommerce store, how do you know when to ask NPS score? Here are some tips.
Use a Regular Schedule
It’s best to stick to a consistent schedule. This makes it easy on you.
Because your NPS score is a long-term measure of your customers’ loyalty, pick one-four dates each year to send the survey and collet your scores.
You might choose to send quarterly, twice a year, or once a year. Yet, if you have a large customer base, you could send your survey once per month. You just want to be careful not to survey the same people month to month.
The best rule of thumb is to send the NPS survey to the same customer no more than twice per year.
Survey What You Can Handle
When it comes to sending eCommerce surveys, you want to survey only as often as you can process the data and respond to customers. (tweet this)
For example, if you can handle pouring through the data and following up with your customers once a month, that’s great. Many busy companies find they don’t have the time to analyze and deal with the data more than a couple times per year.
Finally, you also want to take one more thing into consideration when deciding when to ask NPS score.
Since you’re measuring your customers’ overall satisfaction, it’s a good idea to send the survey after they’ve interacted with your business. This might be after a purchase or even after a customer service call.
If you wait too long, your customer won’t always remember in great detail, so your data could be skewed.
Bottom line: send your surveys when your customers have had a meaningful interaction with your business and enough time to evaluate their purchase – either your product or service.
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