What did you think of your experience? Would you recommend us to a family or friend? The answer to these simple questions is more important to your business than you may think.
Companies use the feedback that they get from their customers to improve and bring in fresh faces. This feedback is also known as your NPS.
By calculating your net promoter score, you’ll know exactly how your customers feel about you. Wondering how you get your score and what counts as a good one?
We can help you out with that. Check out his guide to learn how to improve your grade.
What Is NPS?
Before we talk about how to calculate your net promoter score and improve it, it’s important to know what it is. It’s a survey question that you send your customers that asks a core question. This question is, “how likely are you to recommend our company to your family and friends?”
The customer will rate you on a scale from 1-10, with 10 being the best and 1 being the worst. This is what your NPS is, or at least, you’ll use the data that you get to calculate your score.
Most companies also provide additional boxes where customers can elaborate on their experience and give them the option to take a more in-depth survey.
In this way, the NPS focuses on a client’s long-term happiness where other surveys like CSAT focus more on the short term. You can go here to weigh CSAT vs NPS. For now, let’s move on to getting your score.
Customer Loyalty Scores
To calculate your score, you’re going to need to understand how you get your data. There are three different types of customers that answer these surveys. These are your promoters, passives, and detractors.
Promoter
Your promoters are the people who loved their experience at your business. They’ll be sure to walk through your doors again and recommend you to everyone they know.
Most of the time, they’ll give you a perfect ten in terms of score, and it will be very hard for a competitor to pull their attention away from you.
Passives
Your next set of customers are the passives. They give you a pretty neutral score. They didn’t have a horrible time at your business, but they didn’t have the best time either.
They may recommend you to their family and friends, but don’t count on it. You won’t use their answers in your calculations, but that doesn’t mean that you can’t learn anything from them. If they elaborate on their experience, you’ll still get valuable feedback that you can use to improve.
Detractors
The detractors are the opposite of the promoters. They hated their experience at your business and will never walk through your doors again.
They’ll take attention away from your business by telling everyone they know not to go to you. They may give you three stars if you’re lucky.
Calculating Your Score
Now it’s time to calculate your score. All you have to do is take the percentage of your promoters and subtract it from the percentage of your detractors.
The number you get is your business’s overall score. This score will range anywhere between -100 to 100. Keep in mind that it is rare for a business to get a perfect 100.
What Is a Good Score?
So, since it’s almost impossible for any business to get a perfect net promoter score, what counts as a good one. It’s going to sound strange, but anything from 0 forward is a decent score.
It’s when you dip down in the negatives that you need to worry. If your numbers are that bad, you’ll need to take strides to improve things.
Improve Net Promoter Score
A low net promoter score isn’t the end of the world. There are ways to improve customer satisfaction and turn things around. Use the feedback that your customers have provided to get your company going in the right direction again.
Identify Your Pain Points
The first step towards improvement is to identify your pain points. As you read through your net promoter surveys, you should begin to notice a pattern.
Let’s say that several people have had some kind of problem with your clothing department. You now know where you need to double down on your efforts.
Address Issues
Reach out to customers who had a bad experience and ask them to tell you more about it. You should then go out of your way to use their notes to improve.
Doing this will show the customer that you care about what they had to say. If they can see that you’re trying to get better, it may turn their negative score into a positive one.
Talk to Management
You need the help of everyone in your company to improve your net promoter score. It’s important that your management team know this better than anyone.
Hold a meeting with them and let them know what they need to do. This will give them some direction that they can use when leading their teams.
Train Your Employees
The last step is training your employees with customer service in mind. They won’t be able to handle your clients if you don’t tell them what they need to do.
Provide all the tools that they need for success and teach them how to use those tools to make your customers happy.
Get Your NPS on the Right Track
No matter how amazing you think your business is, there’s always room for improvement. The best way to go about this improvement is by calculating your NPS.
Your net promoter score will tell you what your customers think of your business and give you some direction for getting better. If your score is below zero, it’s time to get things back on track today. For more ways to improve your business, visit our blog for all the latest tips and tricks.
Thomas Jackson is a dynamic and talented content writer at WonderWorldSpace.com, renowned for his engaging and informative articles. Beyond his professional pursuits in writing, Jack is also known for his deep passion for fitness, which not only shapes his lifestyle but also influences his work.