Are your customers telling you the whole truth?
Improving Your Net Promoter ScoreAugust 31st, 2012 by
Looking for ways to elevate your customer satisfaction? Check out this blog post from Apptegic on improving your net promoter score.
The Net Promoter Score, or NPS®, is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors. By asking one simple question, “How likely is it that you would recommend [your company] to a friend or colleague?,” you can track these groups and get a clear measure of your company’s performance through your customers’ eyes.
As Guildmembers know, we make finding the answer to that particular question simple with our “Likely to Recommend” question featured on all of our customer satisfaction surveys and our reporting tools which help our members to keep tabs on any improvements or setbacks over time. The GuildQuality Index (GQI) allows you to perform an NPS-like calculation and see your Promoters, Passives, and Detractors.
Although knowing whether or not a customer likes your company enough to recommend is important, to learn how best to improve your customer’s experience add additional questions to your survey that prompt commentary.
Apptegic’s post points out to remember the little things:
The one real complaint I have against the NPS is how it focuses on the most important issues. The reason is that everyone only has one text box to respond, so people tend to share the biggest influencers on their score. This is great when it comes to prioritizing big projects and developing a roadmap. But it can also cause people to forget that little things count as well.