5 ways to improve your Net Promotor Score (NPS)
The Net Promoter Score (NPS) question puts respondents into Promoters, Passives and Detractors; and then appears as a score. In fact, the index could range from -100 to 100 that measures the willingness of customers to recommend a product/company or services to others. I deem a score of 0-50 being seen as good and a score of 50+ as excellent.
Low and behold, we go to a meeting and we see someone rambling on about a single NPS score. A figure we are somewhat meant to make sense of. For the naked eye or those none research/insight savvy individuals; a number on a screen could mean many different things.
But is it a victim of its own success?
How could NPS be integrated into other research methodologies?
Here are 5 top tips and ideas you could use..
There are many different agencies and technology advancements that enable individuals all around the world to take a recording of themselves. This could be their opinion about the product or specific company. You can then relate their NPS score, whether they are a promoter, passive or a detractor against their video. So, you can put words and scores against actual meaning. For a research or Insight manager, what a valuable tool and process to go through, that can be translated for product or marketing managers to understand what customers are talking about.
THE INVALUABLE TEACHERS
Many companies can become disheartened by the fact that individuals do not like a particular product they have worked so hard to create and develop. However, they are the most invaluable teacher for your business to grow and improve. Finding out why they are unwilling to pass on the good word about your product can be more valuable than evaluating the consumers who like you most. Poor customer service can be rectified, as can glitches in your product that make it second best to your competitors.
FOLLOW UP WITH RESPONDENTS
Have you made some changes from your NPS? Even if they are minor changes that customers may not actually recognise. You now need to let them know about the improvements that have come from their feedback. There’s nothing more satisfying as a customer than taking the time to fill out a survey and then actually seeing your feedback make a difference. It could be anything, as long as it closes the feedback loop.
GO BEYOND “WHY”
Depending on what you want to know, you could deviate from the standard “Why?” question. Some would say this is heresy, but there is no harm in testing and it could serve you well.
THE DREDDED BIAS
I don’t like naming companies and I am sure you can have a think of those who create bias within a survey, specifically an NPS question. You could argue, this is helping those individuals who do not understand the concept and therefore, it helps them to make a clear decision instead of a middle ground. Alternatively, it could actually attract someone to make a favourable score.
If you’re going to spend the time to track your Net Promoter Score, you need to actively and continuously try to improve it. By turning more customers into promoters and eliminating detractors, you will increase customer loyalty significantly. However, there are other metrics and ideas that you could use:
- customer satisfaction
- Customer effort score
- First response time to communication
- Van Westendorp pricing
- Repurchase ratio’s
What step are you taking to improve your Net Promotor Score?
Tweet me at @Jakepryszlak with your thoughts and how you are going to improve your NPS!