Factors Impacting Net Promoter Score Survey

Net promoter score or NPS is a widely discussed topic now and it is being used by almost all the organizations small or large to gauge their customer loyalty and trust. Net Promoter Score survey asks only one question- How likely are you to recommend a brand to your family or friends and the final score is calculated on the basis of the responses. The Scores are indicative and do not always give the actual insights. Net promoter score survey can bring out some insights that might solve short term issues like premature churns and misunderstandings but to make it worthwhile a complete diagnosis is a must.

Here are a few ways that can improve the NPS of any organization:

First impression is the last impression

We all have heard this saying sometime or the other and it definitely makes sense. In delivering excellent customer experience, creating the first impression is important. Take examples of successful brands and you will find a huge difference between their approach towards creating delightful cx and others. Whether it is in store experience or related to product and service, making customers feel special at each every touch-point every time, no matter they are your first or last, is the key to generate loyal brand advocates. And when they get that delightful touch right from the beginning, your net promoter score survey will be fruitful.

Net promoter score is now being calculated by many companies to deliver the best omnichannel customer experience for continuous improvement.

Net Promoter Score gives an insight into customer’s willingness to recommend particular brands or companies in their social circle. Customers rate the brand on a scale of 1 to 10 and are categorized as promoters, passive and detractors according to the ratings followed by the calculation of final NPS score. It decides how successful is the brand to retain customers and how much are they loyal to that particular brand.

Make a Proactive Approach

With the rise of AI and frequent demand of digital platforms to enhance customer experience it is the need of the hour for the organizations to think proactively. Companies need to ponder over and make relevant use of AI in building such system that can accurately understand the customer needs or wants proactively and align their services and products accordingly in order to assist them better. Rather than forcing the customers to buy or experience what they already have.

Never stop talking to your customers

Once the net promoter score survey is completed and you know your promoters and detractors, reconnecting with each and every one is a must. People at the CEO level must take the initiative to reach out to the customers to deliver personalized customer experience. Once you make efforts in retaining them, customers will also come forward to respond, give feedback, share their needs and wants hence increasing the response rate of NPS/CSAT surveys.

NPS makes an organization understand its customers’ perception and to improve that valuable score they need to take some necessary steps that can help them to convert their customers into their brand advocates.

I Shubham Saxena working with QDegrees Services to conceptualize the marketing strategies to provide end to end customer experience for business enhancement.