Net Promoter Score (NPS©): A metric used to measure customer experience and predict business growth. This proven metric provides the core measurement for customer experience management programs the world over.
Net Promoter Scores© are an important metric for understanding customer experience. When you have visibility over your NPS©, you can keep a close eye on how your audience is feeling about your brand. When you pair these scores with other core indicators you can create actionable and holistic views of your company performance and derive key improvement points.
On top of that, NPS© provides a metric that everyone in your workforce can trust. Net Promoter Scores© provide your team with an uncomplicated and understandable view of customer experience – enabling them to become more engaged with improving the experience.
NPS© provide you with a strong metric to understand customer experience.How does NPS© work?
Your NPS© is measured by asking one critical question: How likely is it that you would recommend [brand] to a friend or colleague? Using a 0 to 10 scale, respondent scores will help you make the necessary calculations.
Respondents are grouped into one of three categories:
- Promoters: Those who give a score between 9-10. They’re loyal customers with a high lifetime value who will also refer prospects to help the company grow.
- Passives: Those who give a score between 7-8. They’re relatively satisfied customers who may stay or move on to a competitor if the offer is right. They wouldn’t go out of their way to refer prospects.
- Detractors: Those who give a score between 0-6. They’re dissatisfied customers who may damage your brand reputation by spreading negativity.
Once you’ve received your responses you can calculate your NPS© by subtracting the percentage of Detractors from the percentage of Promoters. These scores can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).
Technically speaking, if you receive a score above zero it’s considered good because it means you have more promoters than detractors. However, most businesses tend to regard 50 and above as an excellent score, and 70 and above as the best of the best.
NPS© provides a metric that everyone in your workforce can trust.
4 tips to help improve your NPS©
Clearly Net Promoter Scores© are an important metric so what do you do when your NPS© is lower than you’d like?
1. Initiate regular communication with your detractors
Detractors can either be the your biggest problem or your best source of solutions. These are the people who feel strongly about what your brand is doing wrong and, because of this, often have great insights into how you can improve your current offerings.
Even better, by working with detractors to create better solutions you can turn them into adamant promoters. The key to true success with detractors is figuring out who is criticizing for the sake of it, and who would use your business if you fixed their issues. Once you determine who’s who then sparking up regular communication with the proactive kinds of detractors can do your business (and you Net Promoter Score©) wonders.
2. Make it simple for customers to promote your brand
Customers will share their positive experiences with your brand if you make it easy for them to do so. Businesses need to have simple systems in place to encourage their audiences to share the good stuff. One of the easiest ways to do this is by engaging them with fun contests, questions or interactions.
All of these efforts work towards your relationship with your customers and the more your audience feels like you care, the more likely they will be to share the good things and ultimately become some of your biggest promoters.
Make it easy for your customers to promote your brand.3. Be consistent in your communication with promoters
One of the biggest mistakes businesses can make is neglecting their happiest customers to tend to their least happy ones. You need to ensure you’re still providing your promoters with the same fantastic experience that got them to promote you in the first place. This doesn’t mean you have to focus all your energy on your best customers, just that you can’t drop the ball on them for the sake of saving those on the other end.
4. Make sure you have the right number of staff to answer contacts efficiently
Don’t annoy your customers by being understaffed and providing poor service. Upskill your workforce planning team and provide them with the right skills to do their job so they don’t have to continually cancel staff training or one-on-ones when there aren’t enough people to take the calls.
How can Call Design help?
Whether you’re looking to improve your customer experience or invest in WFM essentials to revamp your call center management, Call Design has you covered.
Reach out to us today to learn more.