Net Promoter Score (NPS) is a widely accepted way to measure customer loyalty. It asks customers to rate, on a scale of 0-10, how likely they are to recommend your company to a friend or colleague. You can then use that information to give you a sense of how satisfied your customers are with your business and what they think of your brand.
NPS surveys can also help you identify unhappy customers, who can then be targeted for follow-up, so you can win them back before they churn. Additionally, NPS can be used to segment your customers based on the type of feedback they give you, so you can prioritize product fixes and feature development based on customer needs.
It’s important to know how to run an NPS survey effectively. Here are some tips to get you started.
1. Choose the right NPS question
The first step is to understand what it is you want to measure. What’s your goal with the NPS survey? What do you want to learn about the customer experience? What will you do with the data?
The answer to these questions will help you determine which NPS question is right for you. There are a few different ways you can phrase the question, but the most common is:
“On a scale of 0-10, how likely are you to recommend [brand/product/service] to a friend or colleague?”
The second most common way to ask the question is:
“How likely are you to recommend [brand/product/service] to a friend or colleague?”
This version lets you ask the question on whatever scale you like. But the 0-10 scale is so closely associated with NPS that it’s a good idea to stick with it.
2. Ask for feedback and not just the score
Once you have your NPS score, it’s time to ask one or two follow-up questions. These questions are open-ended, which allows customers to share their thoughts in their own words.
Here are a few examples of open-ended questions you can ask:
• What is the primary reason for the score you gave?
• Please provide additional feedback on your experience.
• What could we do to improve your experience with us?
By asking open-ended questions, you can get better insights into what you should do more of, what you should do less of, and what you should change.
3. Automate the process
Automating your NPS survey process is a good idea. It will save you time and allow you to focus on other areas of your business.
You can automate your NPS surveys with the help of a survey tool, like SurveyMonkey or Typeform. These tools allow you to create and send NPS surveys to your customers automatically.
You can also set up triggers in your CRM to send NPS surveys after a customer has interacted with your business in a certain way. For example, you could send an NPS survey after a customer makes a purchase or after they have been a customer for a certain amount of time.
4. Create a process for the feedback
It’s essential to have a set process for what to do with the feedback you receive from your NPS survey.
If you don’t have a plan in place, you run the risk of making your customers feel like their feedback isn’t important. This will decrease the chance of them participating in future surveys.
Some common things you can do with the feedback include:
• Sharing it with your team.
• Using it to create a customer loyalty report.
• Using it to improve your product or service.
• Using it to create a customer success plan.
5. Don’t forget the follow-up
If you’re going to take the time to ask your customers for feedback, then you need to take the time to respond to their feedback, too.
Make sure you follow up with customers who have left a negative NPS score. This will show them that you’re taking their feedback seriously and that you care about their experience with your business.
It will also give you the opportunity to address their concerns and, hopefully, turn a detractor into a promoter.
6. Ask your customers to promote your brand
As we mentioned earlier, it’s important to identify your brand promoters. These are the customers who are most likely to recommend your brand to their friends and family.
Once you’ve identified your brand promoters, you can ask them to take the next step and actually promote your brand. You can do this by asking them to leave a positive review on your website or social media profiles, or by asking them to refer their friends and family to your business.
You can even sweeten the deal by offering your brand promoters a discount or other incentive for taking the time to promote your brand.
7. Keep the survey anonymous
If you want to get the most honest feedback from your customers, it’s best to keep the survey anonymous. This will help you avoid any biases that may come from knowing who the customer is.
Anonymity is especially important if you’re asking for feedback on a specific interaction with your team. If the customer knows that you’re going to see their name on the survey, they may be less likely to be honest.
If you do need to know who the customer is for any reason, be sure to let them know that their information will be kept confidential.
8. Make the survey easy to fill in
The NPS question is a standard question that you can use in any survey. However, to get the most out of your NPS survey, you should ask other questions as well.
These can be multiple-choice questions, open-ended questions, or rating questions. You can also ask follow-up questions based on the score that the customer gives.
The key is to make sure that the survey is easy to fill in and that it doesn’t take up too much of the customer’s time.
9. Test the survey
Once you’ve designed your survey, it’s a good idea to test it. This involves getting feedback from your team or a small sample of customers to make sure that the survey is easy to understand and that it’s not too long.
It’s important to test your survey on people who haven’t seen it before, as they’ll be able to give you a fresh perspective. If you test it on people who are already familiar with the survey, they may not be able to give you the feedback you need.
10. Offer an incentive
If you have a strong relationship with the customers you’re surveying, you may not need to offer an incentive. However, if you’re reaching out to customers who haven’t made a purchase in a while or who haven’t taken a survey from you before, you may need to offer them something to get them to respond.
You can offer a discount, a free product, or a gift card. You could also enter them into a drawing to win a prize. Whatever incentive you choose, make sure it’s something your customers will be interested in.
11. Compare results
NPS is a great way to measure customer loyalty and satisfaction, but it’s not the only way. Make sure you’re using NPS in conjunction with other customer experience and satisfaction surveys.
These can include customer satisfaction (CSAT) surveys, customer effort score (CES) surveys, and others. Comparing the results of different types of customer surveys will give you a more well-rounded view of your customers’ experiences.
12. Don’t forget the NPS benchmarks
NPS benchmarks are the average Net Promoter Scores for your industry. These benchmarks can help you see how you measure up against your competitors.
If you’re using NPS software, you’ll be able to see benchmarks for your industry within the platform. If you’re not using software, you can find the average NPS scores for your industry on the internet.
Once you know the average NPS score for your industry, you can use it as a benchmark to see if your score is good, bad, or average. If your score is lower than the industry average, it’s time to make some changes. If your score is higher than the industry average, keep up the good work!
Conclusion
Net Promoter Score is more than just a number. It’s a valuable tool for any business that wants to drive growth and increase customer loyalty, especially when paired with a wix affiliate plugin. We hope this post will help you get started.
If you want to learn more, check out our free guide on everything you need to know about NPS.
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