NPS
NPS is the simplest and most accessible way to get customer feedback and understand brand loyalty. However, it is best to use NPS wisely to ensure that you can take action based on the results.
Find a few ways to ensure your NPS survey collects the best and most actionable feedback possible.
Don't just collect NPS surveys, act!
Suppose you're asking customers for feedback but not following up. In that case, you're losing the opportunity to spread Promoters' opinions to get more customers on board, nudge Passives into the 9-10 range, and recover Detractors who had a negative experience with your brand.
NPS is not just collecting feedback. You have to:
Ask for feedback with Promoter Ninja's SMS or e-mail surveys.
Receive feedback from your customers.
Follow up with customers / act on feedback.
Once you follow up with customers and act on their feedback, you’ve effectively closed the loop. Customers will feel happy because they've been heard, and your team will become more customer-centric as they act upon the feedback provided by your NPS surveys.
In addition, the more you take action based on NPS results, the more your customers will provide feedback. If they know you are paying attention, they will be happy to give their opinion.
Everybody understands NPS
One key benefit of NPS is that the survey and feedback are super simple and easy to understand. Because of this simplicity, even people not directly involved in the study will realize it.
Integrate with Slack and send feedback into an NPS channel that is open to everybody. Create Customer Support tickets to follow up with Detractors.
Connect NPS to other KPIs
Connecting NPS with other metrics and financial data can help drive more insight based on that customer feedback.
Consider taking individual NPS results and looking at each customer’s purchasing behavior over time (e.g., when surveyed, three months later, six months later, etc.) This process will help you answer questions like:
Are Promoters retained at a higher rate than Passives and Detractors?
Do Promoters purchase more over time?
Do Detractors purchase less over time?
The answers to similar questions can help determine the long-term value of moving more folks from Detractor and Passive groups into the Promoter range.