Improve NPS with these 11 surefire strategies

NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. It is the key predictor for gauging customer retention and loyalty. It helps you identify what is working for you and what is not!

Did you know that 48% of your unhappy customers are likely to complain about negative experiences with brands to 10 or more people?

Let us help you get the answers to all these questions.

1. Know where you are

The first step to improve your NPS score is to understand the CURRENT STATE of your NPS Program. Ask yourself a few questions. The most important of all is, ‘Are you making use of your feedback?’ Sometimes your customers’ valuable feedback is just lying there and no one is using it! Then what is the point of taking the feedback?

What is the current response rate? At what frequency are you sending the surveys? Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams? Are you asking for feedback from the right people and through the right channel? And at last, are you taking the required action?

So dig in!

It is important to define a realistic goal for your company and not just any number. For example, your current NPS is 30 and you want to take it 60, is it possible in 3 months? Will you be able to capture, analyze, and take action on tons of feedback in such a short time? No.

That’s why it is critical to set a realistic goal for your entire company and each team within.

But, getting their buy-ins is not easy! That’s why any CX program is driven through the top leadership and the CXO, CCO, or CMO drives it across the organization. They get the team leaders’ buy-in and set the KPI for each department based on the global NPS goal.

Because how a CSR treats your customer, how good is the quality of the product, how responsive is the support team, everything impacts the customer experience. That’s why, NPS is measured at every touchpoint of marketing, sales, product, after-sales, onboarding, support, and renewal.

In every QBR meeting, discuss the NPS score for each department. Understand what challenges they are facing and what action needs to be taken to drive the NPS.

Also, not everyone will give you the buy-in, you need to start by prioritizing the journey with the highest impact.

https://www.surveysensum.com/blog/how-to-improve-nps/

SurveySensum is a Customer Experience Management Platform that helps you make customer feedback actionable.