What is Net Promoter Score + 5 Strategies to Improve Your NPS Score

Businesses are investing more effort and money in enhancing customer experiences, as customer satisfaction has become a critical asset for business success. Their focus has shifted to building outstanding customer experiences. Crafting these experiences includes understanding the customers and their pain points, creating a customer-centric culture, delivering quality products and services, and capturing their feedback to align products or services with their expectations. 

Customer feedback plays a major role in boosting customer satisfaction. This feedback, along with other customer insights, can offer you incredible knowledge for crafting personalized experiences. Today, customer feedback surveys are one of the easiest ways to obtain feedback from your customers. Net Promoter Score (NPS) surveys, milestone surveys, product surveys, customer interviews, and so on are some of the best ways to gather customer feedback.

In this post, we will learn more about NPS surveys and the top 5 strategies to boost your NPS score.

Understanding Net Promoter Score

Net Promoter Score can be defined as satisfaction measurement from your customers on how likely they are going to recommend your products or services to their friends, family, or colleagues on a scale of 0 to 10. NPS helps you assess your customers' sentiments for your brand and discover areas in your business that need improvement for optimizing their journey.

NPS surveys focus on asking a simple question - 'On a scale of 0 to 10, how likely are you to recommend our product(or service) to a friend or colleague?' to your customers. Based on the responses, your customers can be classified into promoters, passives, and detractors. 

Here is an example of an NPS survey.

Promoters are highly satisfied customers who are strong advocates for your brand and respond to the survey question with a 9 or 10. These customers are likely to become your loyal customers. 

Passives are customers who give a rating of 7 or 8 in your surveys. They are generally satisfied with your products or services but may not actively promote your brand. These are the customers who would not even actively criticize your brand. 

Lastly, detractors are customers who are dissatisfied with your products or services. They are those customers who give a rating between 0 and 6 and are less likely to recommend your brand. They may also share negative feedback with their friends and colleagues.

Net Promoter Score is calculated by subtracting the percentage of detractors from the percentage of promoters. Like every other type of customer feedback, the goal is to achieve a positive NPS. This can be done by increasing the percentage of promoters and decreasing the percentage of demoters. 

Why Is NPS Important?

NPS is one of the most valuable metrics for businesses for various reasons.

• As NPS offers a direct measure of how likely customers would recommend your products or services to others, it is a perfect tool for measuring customer loyalty. High NPS scores mean better customer engagement and loyalty. This leads to repeat purchases and hence, better customer retention.
• NPS surveys can help in word-of-mouth marketing as customers who are promoters will speak greatly about your products or services. Remember positive recommendations from satisfied customers go a long way in attracting new customers and strengthening your brand reputation.
• NPS, being an indicator of customer satisfaction, offers you better insight into how well you are meeting your customers' expectations and what areas of your business need improvement. This creates room for continuous improvement and builds a customer-centric business.

5 Strategies to Improve Your NPS Score

Here are the top 5 strategies you can implement to improve your NPS score.

1. Send NPS Surveys to Customers at the Right Time

Timing is crucial when it comes to sending NPS surveys to customers. It ensures that customer feedback is captured when their experiences with your brand are fresh in their minds. These surveys, when strategically sent after certain events, help you gauge your customers' initial impressions and gather accurate feedback at specific business-related touchpoints.

For example, you can send an NPS survey to those customers who have recently interacted with your customer support to resolve a query. Similarly, you can send another survey asking customers to share their experience about the latest feature release.

This tactic will demonstrate your commitment to understanding your customers better and improving their experiences throughout their journey with your brand.

2. Introduce Personalization in Your Surveys

Personalization helps you tailor your survey questions to individual customer experiences and gather more specific responses. It makes customers believe that you value their journey with your brand and showcases your commitment to delivering a customer experience that aligns with their expectations. 

Personalize your NPS surveys by addressing the customers by their first names, including questions related to their recent interactions with your brand and more. 

Here’s an example.

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3. Engage with Your Customers

Engaging your customers - promoters, passives, and detractors is one of the best ways to improve your NPS. 

Start by connecting with your promoters to identify followers (customers who share genuine feedback), fans (customers who bring your referrals), and loyalists (customers who promote as well as share detailed feedback) and utilize their feedback to generate innovative ideas and business opportunities. 

Reach out to the passives to learn more about their issues and resolve them efficiently. Focus on converting these passives into promoters.

Show your detractors that you care about how they feel. Reach out to them to understand their concerns and identify the root cause of their problem. Engage with them on a personal level and take action toward a timely resolution. Do not hesitate to apologize or offer some incentive or compensation to make things right. These gestures will go a long way to turn their negative experiences with your brand into positive ones.

4. Track NPS Feedback and Monitor Its Progress Regularly

Monitor the progress and performance of your NPS surveys by tracking your score trends. For this, you must collect feedback from customers regularly and consistently track NPS data - trends, fluctuations, and patterns in customer sentiment over a certain period. This customer feedback analysis will help you address customer issues at a much faster rate and enhance customer experience. 

5. Leverage NPS Feedback to Train Your Team

Use customer feedback from NPS surveys to train your team. Share this feedback with them and help them learn more about customers' pain points and challenges. Offer them the right knowledge and helpful information to address customer queries. This will increase customer satisfaction and improve your NPS scores in future surveys.

Invest in a Customer Feedback Platform

Utilize a unified platform to manage your entire customer feedback collection, tracking, and management process. Customer feedback software like Zeda.io offers you excellent features to collect customer feedback from multiple channels in a centralized location and manage it seamlessly without any hassles. 

Zeda.io streamlines your feedback management process and provides valuable insights into customer sentiments thereby helping you address their concerns promptly and make continuous improvements for refining your products or services. 

Wrapping Up

NPS surveys offer a strategic approach to gauge your customers' perception of your products or services. Based on how likely they are to recommend your brand to others, you can gain valuable insights into your customer sentiment. 

You can do so by implementing various strategies, such as sending feedback surveys at the right touchpoints, personalizing them to align with customer experiences, managing the survey responses effectively, actively engaging with customers, tracking the survey performance, and training your team to offer the best support. By following these strategies, you can boost your overall NPS scores, build stronger relationships, and boost customer satisfaction.