How do you know if your customer satisfaction levels are high? Assumptions don’t work, and the conclusions you can draw from your sales, while perhaps giving you an indication, are not the most accurate solution. It’s best to go to the official source: your customers. And yes, the method you should use is the Net Promoter Score (NPS) metric .
Who better than a client to tell you if you’re doing well or badly? Your business is supported by them and knowing what they think of you will help you correct areas to aim for scalability. To help you, we have prepared this post in which we tell you what Net Score Promoter is and how to calculate it.
What is Net Promoter Score (NPS)?
About 20 years ago, an American company called Bain & Company wanted to know what customers thought about them, all with the aim of “predicting” their level of loyalty.
What did they do? They created a metric called Net Promoter Score , which is used to measure customer satisfaction using a single question. Its purpose is to find out whether that person would recommend a certain company to a friend, family member, or anyone else in their circle.
Basically, the question used is something like this: “On a scale of 0 to 10, how likely are you to recommend our product/service to a friend or family member?”
All the results are analyzed calmly and it is determined whether the NPS is high (that is, customers are “promoters” of your business and feel satisfied) or if, on the contrary, it is low.
What is the purpose of NPS and why is it worth implementing?
NPS is the secret weapon that helps us know how well we are doing with our business. Major brands like Netflix, Tesla, and Apple frequently use NPS to measure overall customer satisfaction and to find out who is willing to become voluntary brand ambassadors.
Thanks to NPS, we can identify work areas (or products) that may not be completely efficient. Its implementation allows us to have a clearer perspective of what the client thinks of you.
Many of your marketing strategies, stock renewal and customer service system optimization can be based on the data provided by the NPS.
In addition, the NPS metric will give you a clear diagnosis of your reputation and will allow you to implement changes periodically to adapt to new trends.
If you want to move your business, you may want to ask your audience to determine whether it is a good decision or not. For example, you can ask something like this: On a scale of 1 to 10, how difficult is it to get to our business by public transport?
But beyond that, it is certainly 100% convenient for the NPS to help you clear up any doubts and determine where you are failing. If you have an average of over 70%, don’t let your guard down, keep working to keep your customers loyal.
And if your NPS is very low, believe us, it is also convenient, so you can correct it and raise your customer satisfaction levels.
How to make an effective NPS?
Apart from the questions you read above, we have not given you any advice on how to implement NPS in the best way. Here they are:
- Make the survey easy and not confusing at all.
- Always use a scale of 1 to 10
- In addition to doing a general NPS, it is valid to do a segmented one. Ask specific groups (young people, new customers, consumers who have used technical support, etc.).
- Analyze your competition. See if they are applying this technique and find useful information.
- You can also ask why customers gave the rating they did.
- Use different channels of support to promote the Net Promoter Score. It can be an email, a notice on your website, a mass WhatsApp message and more.
Raise customer satisfaction levels with Whaticket CRM
A customer’s bitter taste for a company can be the result of a poor and slow customer service system. Whatever your niche, your focus should be on the consumer: ensuring that they have a pleasant shopping experience.
So, use an ace up your sleeve: Whaticket CRM. Our software allows you to automate your customer service system by centralizing WhatsApp, Instagram and Facebook chats in a single inbox, allowing you to configure chatbots to respond to each customer 24/7.
With Whaticket, you can connect up to ten agents to the same WhatsApp number, assign roles to workers and transfer chats to the most qualified ones. Great, right? Integrate our CRM and give your customer service system a radical change.