Net Promoter Score, the best tips to keep in mind
The Net Promoter Score (NPS) is a widely used metric to measure customer satisfaction and loyalty towards a company, product or service. At the same time, it is a valuable tool that allows companies dedicated to BPO and Contact Center to evaluate the probability that their clients will recommend their products or services to other people.
The calculation of the Net Promoter Score
NPS is a metric used to measure customer loyalty and satisfaction with an organization or brand. It is based on a single key question asked of customers: “On a scale of 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?”
Promoters (9-10)
Promoters are the customers who answer the question with a score of 9 or 10. These users are the most loyal and satisfied. For their part, they are delighted with the company and are highly likely to recommend it to others.
Passives (7-8)
Passive customers are those who give a score of 7 or 8. They are satisfied with the company, but they are not as enthusiastic as promoters. Also, they may occasionally recommend the company; however, they might consider the competition.
Detractors (0-6)
Detractors are customers who rate between 0 and 6. These users are not satisfied with the company and may have a negative opinion about it. Therefore, there are high chances that they will speak badly about the organization and may affect the reputation.
Interpretation of the Net Promoter Score
The NPS is calculated by subtracting the percentage of detractors from that of promoters. The result is a number that can vary from -100 to +100. Surely, a positive NPS indicates that there are more promoters than detractors, which is a good sign for the company.
On the other hand, a negative NPS suggests that there are more detractors than promoters, indicating that steps should be taken to improve customer satisfaction. Hence, good information management of this type is needed to achieve good results.
Uses of the Net Promoter Score to improve customer satisfaction
The Net Promoter Score is a valuable tool for improving customer satisfaction and business growth. Some important uses include:
- Identify areas of improvement. The NPS can help identify areas where the company needs to improve to increase customer satisfaction and retain customers. This is how loyalty is generated!
- Measure the impact of changes. If the company implements changes to its products or services, the NPS can help evaluate how they affect customer satisfaction over time.
- Comparison with the competition.The NPS also allows you to compare yourself with the competition. This way, you will be able to know if the organization is outperforming or lagging behind in terms of customer satisfaction.
Tips for implementing an effective NPS strategy
Apply these recommendations related to data analysis for a good Net Promoter Score strategy:
- Conduct periodic surveys. Conduct NPS surveys periodically to keep constant track of customer satisfaction. This way, you will be able to detect trends over time.
- Act on the results. It is not enough to collect NPS data: it is essential to act on it. By all means, identify problem areas and work on solutions to improve the customer experience.
- Use additional comments. In addition to the main NPS question, allow customers to provide additional reviews. For their part, they can provide more detailed information about their experiences and needs.
In conclusion, Net Promoter Score is a valuable metric. Measures customer satisfaction and loyalty in BPO and Contact Center companies.Without a doubt, by understanding how the NPS achieves the transformation of experiences for all end users in the chain or for a specific one, beneficial measures can be taken for the company.