The key to the Net Promoter Score® is to have a persistent focus and pulse on what your customers really want.
As a company leader, you may often contemplate ... "What's the best approach for properly measuring customer satisfaction and loyalty?"
According to the Harvard Business Review¹, surveys used to obtain measurements of client satisfaction and retention in many industries provide ambiguous indications of customer loyalty. It is felt that most surveys, and questions therein, are not particularly useful. They're often long and complicated, yielding low response rates and feedback that can be difficult for management to act upon.
Such ambiguity creates complexity and the stress of uncertainty—the last thing any top-shelf business leader will readily accept in their quest to better understand how to improve their business performance.
This is where the Net Promoter Score (NPS) comes to the rescue.
A Simple Approach.
NPS is a straightforward way for organizations of all types to more effectively measure, understand and improve the customer experience. Getting to your Net Promoter Score begins by asking one simple question: "How likely is it that you would recommend us to a friend or colleague?"
Often, customer service surveys are too complex. They're both cumbersome for the customer, and difficult for the surveyor to process and create an action plan for. With NPS, once results are obtained, goals are clear-cut, actionable, and motivating.
On a scale of 0-10, NPS will evaluate the level to which your customers would do so. A game of 20 questions or just 1 question ... What do you think your customers have time for? Should this perk your interest, click here for additional insight about how the Net Promoter Scoring Model works.
A Variety of Applications.
NPS has a variety of applications. It can be utilized internally with your employees, people contacting your company or support team, and even trade show/conference attendees.
Many large companies have also adopted the use of the NPS approach in order to quickly test their traditional brands. These companies have been very pleased with the efficiency and effectiveness of the NPS system; not only is it easily deployed, but is also accurate and provides an excellent method for comparing performance to industry leaders—from week to week or month to month.
Notwithstanding, NPS can be utilized no matter the size of your organization.
A Persistent Customer Focus.
A key tenet of NPS is to have persistent focus on your customers. By being responsive to what your customers actually value (not what you think they value) will in return drive their loyalty to your brand and/or products. When you have loyal and satisfied customers they often express their feelings to their friends and colleagues—ultimately referring them to your company.
These customers are known as promoters because their actions directly contribute to a company’s growth. Unfortunately, there is the opposite; a detractor’s position can negatively impact your reputation and the ability to expand your new business market objectives.
By taking the necessary steps and initiative of implementing the Net Promoter Score system you can keep detractors at bay (or better yet, discover how to convert them) and keep your promoters (i.e. Raving Fans) coming.
To learn more about the Net Promoter system and how Datamax uses it to proactively and straightforwardly gauge customer satisfaction through superior service, let's visit!
¹Source: One Number You Need to Grow (HBR OnPoint Enhanced Edition) by Frederick F. Reichheld, Harvard Business Review.