In today’s world, a business’ Net Promoter Score (NPS) is one of the best ways to measure the average customer experience. NPS is calculated by taking data from simple one-question surveys completed by your customers and separating each customer into categories of promoter, detractor, or passive. The single question with an easy to use scale encourages responses from customers that might not be likely to complete a traditional survey, which gives you more data and a clearer understanding of a typical customer’s interaction with your brand. The percentage of detractors is then subtracted from the percentage of promoters to give you your NPS. While it depends on the industry, scores over 50 are generally considered good, but it’s always smart to try to improve your score. In many ways, working to improve NPS is working to improve the customer experience as a whole. So how can you improve your NPS and better serve your customers? We’ve identified some of the best ways below.
Look at Your Detractor Feedback (rated you a 0 – 6 out of 10)
No one likes to see negative feedback about their business. It can be tempting to ignore negative feedback when it comes in, but often some of these detractor comments contain important information about what you could improve. Not every angry customer will leave comments that can help you, but sometimes, you’ll find that there are common complaints about the customer journey. If you take these comments seriously and make changes where changes need to be made, you will end up with fewer detractors, less churn, and more loyalty from your customers.
Consider and Address Passive Feedback (maybe add rated you a 7 or 8)
Most of the time, there is a focus on prioritizing comments from detractors and promoters when working to improve your customer experience. From passive comments, you can pinpoint ways to turn an okay experience into a great one. Don’t ignore passive feedback. These customers are typically on the fence, and a little effort can go a long way in swaying them to speak positively about you. When working on your customer journey, sometimes small changes can make a huge difference, and your passive customers can help you find where those changes should be made.
Listen to Your Promoters (rated you a 9 or 10 out of 10)
Your promoters are your fans! These are people who had excellent experiences working with you. It can be helpful to read about what went well for these customers so that you can find out what stages of the customer experience you’re already excelling at. Once you’ve identified the strongest parts of your customer journey, you can focus on improving other pieces of the experience while maintaining excellence where you’re already doing well.
Close the Loop
For every type of client experience, it’s vital to reach out to each client to thank them for sharing their feedback. For promoters, a heartfelt thank you email that expresses sincere gratitude can go a long way toward earning you a loyal customer who will promote your business not only online, but to their friends and family as well. That can lead to you gaining even more promoters. When reaching out to detractors, it’s important to lend an ear and let your customer know that their feedback is valuable. If you’re able to resolve issues that occurred during the customer’s time with your business, you can make it less likely that they share their feedback as a review online or complain about your services to people they know. Passive feedback is also important to resolve, especially if a customer has specific complaints that need to be addressed. Reaching out to this group and determining how to convert them into a promoter is vital. In each case, it’s a good idea to close the loop by connecting with customers who provide you with feedback.
Reduce Response Time
This one ties into closing the loop, but it’s important enough to warrant its own category. When closing the loop and reaching out to customers, you should do so right away. If someone has a concern, they won’t appreciate having to wait for a resolution. If you wait too long to reach out to promoters, they might forget what they loved about your business before they have a chance to share it with others. It’s a good rule of thumb to reply within twenty-four hours so that your customers feel heard and appreciated.
WebPunch is here to make it easy to know your NPS and reach out to customers who give feedback. We can help you track changes in your NPS, and measure your closing the loop percentage so that you can focus on improving your customer experience. As you work to increase your NPS, WebPunch is in your corner to make it easier to know what to focus on. If you have any questions about how our tools work, or about NPS in general, please reach out to your brand manager Piper, whose contact information is listed below.
Natalie Jones is part of the Content Team at WebPunch. She’s from Boulder, Colorado, and went to Colorado State University. When she’s not working, she loves music, reading, hiking through Colorado’s most beautiful trails, and planning new road trips. Her current goal is to visit all fifty states by the time she’s thirty, although her plans have been offset somewhat by the pandemic. Natalie is proud to be a part of WebPunch, and looks forward to helping you knock out your competition.