In the most straightforward words, the net promoter score means how willing your customers are to introduce you (your business) to their friends and acquaintances? You measure the loyalty of your customers by using the net promoter score and measuring the possibility of introducing your business to customers. We are here to show you some practical ways to increase the NPS score of your company.
Simply put, customer loyalty is the desire that makes your customers prefer you to your competitors and choose your product or services. This means that you have probably been able to provide a good customer experience (CX). You ask a simple question such as, “Dear customer, how likely is it to suggest the use of our product or service to your friends and acquaintances.”
Origin of NPS score
NPS plays an essential role in increasing customer loyalty and improving brand awareness. NPS differs from other metrics, such as Customer Satisfaction Score (CSAT) or Customer Effort Score (CES), because it measures a customer’s overall feelings about a brand.
From the perspective of this system, the customers of a commercial company can be divided into three groups:
- Promoters who are loyal and enthusiastic customers who constantly buy from the company’s products and encourage others to do the same
- Passive customers are those who are satisfied with the product but at the same time are easily influenced by the market during the competition
- Dissatisfied opponents or customers who somehow find themselves trapped in this unpleasant relationship
How to increase NPS score
The next question is: how can you utilize this knowledge to better serve your consumers and increase your score due to calculating your NPS and doing an in-depth study of the score?
Let us assist you in getting started with 5 practical ways to increase the NPS score of your business.
Close the loop
The NPS score encourages businesses to permanently ‘close the loop’ with consumers to learn more about the context and reasons behind their score. You may obtain even more input by using tactics like direct interviews, follow-up emails, and so on to steer your efforts in a customer-centric direction.
Begin with little steps, such as taking action anytime a detractor (0-6) appears. Have management or employee contact the consumer, listen to their grievances, and attempt to correct the problem (Or, if that’s not possible, explain why it isn’t). Taking the time to show you care is a fantastic way to start mending your relationship.
Share the vision with your company.
Ensure every individual in the firm understands your objective to win over as many promoters as possible. And share this vision with the rest of the organization. Explain what NPS is, how it’s calculated, and how it may affect your company’s yearly evaluations. Consider rewarding your staff based on NPS score and feedbacks rather than just on revenue or the bottom line.
The originator of NPS, Fred Reichheld, refers to these meetings as “huddles.” These brief, engaging sessions help teams reaffirm their commitment to providing excellent customer service and a venue for them to address service escalations, develop solutions, and finally increase the business’s NPS score.
Do root cause analysis.
When comparing input from promoters and detractors as part of your NPS research, you may see patterns. For example, one department team may have more than its fair number of detractors, while another earns exceptional rankings. In this scenario, the next step is to perform a detailed root-cause analysis to discover if the poor ratings are due to the department, the product line they handle, or something else entirely. After that, you’re ready for the final step:
Act on NPS based on feedbacks
You certainly don’t want to modify your entire site or product because of a few complaints. Still, if detractor data indicates a structural issue, you should act and make adjustments to goods, rules, and messages when appropriate. You can assess the success of your modifications by tracking NPS and comparing the pre-and post-change score and feedback. If you see a difference, that’s fantastic—you’ve gained more promoters! What if it isn’t? Then, armed with new data, go back to the drawing board and start over.
Setting NPS goals for each department to increase NPS scores.
In addition, each department should have a defined goal to meet. Why? Let’s suppose the goal for all departments is 60. The sales team’s current NPS score is 50, making it more straightforward to reach 60. On the other hand, the support staff has a current NPS of 22, making it difficult to get 60. The CXO’s task is to convey what steps each department must take to meet the global NPS objective.
Engaging with your detractors to increase NPS score
Detractors are crucial to your company’s success. They are the haters of the product! They are the consumers who will offer you honest feedback on your product, point out flaws, and provide you with an opportunity to improve it.
It’s essential to interact with your haters! Especially after you’ve received a poor grade. Reach out to them right away to indicate that you care about their feelings. Identify the themes and analyze the issue with your internal teams after the first detractor shows up. After the topics have been considered, the responsible team should follow up with consumers who have expressed interest in those subjects to determine the core cause of the problem, take the necessary steps, and finally increase your business’s NPS score.
The NPS score is a significant measure that may completely transform your customer experience if applied correctly. Its comprehensive insights aid in developing plans to boost client loyalty, expand the customer base, and increase revenue. To increase your company’s NPS score, you must focus all of your efforts on CX (customer experience).