How to improve your Net Promoter Score? 7 ways to improve your NPS
Posted: Wed Dec 04, 2024 3:46 am
How to improve your Net Promoter Score? 7 ways to improve your NPS
The power of a good customer experience should never be underestimated. I say this because, at some point in our lives, we have all experienced horrible customer service. I can guarantee that that experience will stick in your mind, much more so than if it had been a positive experience. It seems as if we poor humans are programmed to remember our negative experiences clearly.
In the world of sales and marketing, it has also been known for many years that customers are more likely to share bad experiences on social media than they are to share good experiences. And that it takes several positive experiences to repair the damage done by just one negative experience (these numbers range from a few five to a staggering 40 experiences needed to overcome one negative event).
This is where your net promoter score (NPS) comes into play. This kenya phone number list valuable tool measures your customers’ loyalty and tracks exactly what kind of experience they’re having. Basically, if you don’t monitor your NPS, there’s a big chance you’re losing customers and you don’t even know why.
Your NPS score works on a scale of 0 to 10 based on how likely someone is to recommend your product or service to a friend. And it divides your customers into three groups:
Promoters (score 9-10) – The loyal ones. Those customers who will rave about you to others.
Passives (a score of 7-8) – Those who think you do things right. They are happy enough with you, but could easily go to the competition.
Detractors (a score of 0-6) – You definitely don’t want these customers. These are unhappy customers, those who will talk badly about you to their friends or on social media.
NPS
Of course, this is just the basics of NPS; in a previous post we have given a complete guide to NPS. What you should pay attention to, how to calculate it and even more importantly, how to interpret it. If you want to know more, you can check it out using this link.
So, now that you know the importance of the score, we are going to tell you how to improve the NPS through easy-to-implement tips that you can use to have more promoters and fewer detractors.
How to improve the Net Promoter Score?
1. Quickly follow up on your detractors
Companies that ignore their detractors have obviously not learned their lesson and have likely lost that customer forever. However, if you follow up on negative feedback quickly (while it is still fresh in the customer's mind), you will not only help negate the impact of that review, but there is a good chance that you will also retain that customer or even, as unlikely as it may sound, turn them into promoters.
This is where speed of response becomes important. Contact your detractors directly and as quickly as possible. You probably already have their contact information as part of the transaction they made, such as an email or phone number. Reach out to them, let them know the reason for the follow-up, and try to understand their perspective.
Surely each customer has different explanations for why their experiences were negative, but some general answers that can turn those negatives into positives and increase NPS are:
Offer an improvement to your current product or service.
Offer them an alternative solution that suits their needs.
Simply reaching out to them and treating them with respect can win those customers back in your favor.
If you like the idea of turning your detractors into promoters, Business 2 Community has prepared some helpful tips to get you started .
Just remember, the sooner you follow up with your detractors, the more impressed they will be. Try to resolve their issues within 24 hours of their complaint being received. This way, you will increase the chances of retaining them and positively impacting your NPS in the long run.
2. Make the entire company understand the importance of a good NPS
Providing an excellent customer experience and the importance of NPS are two things that need to be on the minds of every staff member in your organization. You need your staff to be asking themselves on a daily basis how to improve NPS and embed it into the company culture.
This is especially important for frontline staff, those working in contact centres, those in direct sales or teams tasked with dealing with the initial stage of a complaint. These will be the people your customers will first come into contact with and will be the ones who make the most important impression your customers will base their survey score on, directly impacting your NPS.
While it can sometimes be difficult to motivate staff to be enthusiastic about customer service all the time, you'll find that by incorporating NPS data collection and evaluation into your operations, you'll make it a normal part of the job and something your staff will do naturally.
Some quick methods are:
When possible, connect customer feedback directly to the staff members who have interacted with them. Essentially, your customers will be evaluating your staff members for you. Show staff this feedback for potential improvements or praise them when their work is paying off.
Hold management accountable for NPS as part of their annual review. For example, when scores are unsatisfactory, cut bonuses. This will highlight to staff at all levels the importance of good customer service and the need for a strong NPS.
Ask your frontline staff what they are receiving from other internal departments in terms of customer loyalty efforts. Staff should understand that everyone can help improve NPS.
Troy Stevenson, VP & Global Head of Community Operations at Uber believes that embedding NPS into company culture is a secret weapon. At the 2016 Customer Experience Leadership Forum, he outlined a four-step plan for embedding NPS into company culture and ensuring customer loyalty. These tips will get you started on implementing your own plan for embedding NPS in your company.
3. Don't forget to give incentives to your promoters
While we've seen in point one the importance of paying attention to your detractors, it goes without saying that every customer should feel special and it's important not to forget to take care of your promoters. It's easy to neglect the things that are going well. Putting all your efforts into detractors can alienate your loyal customers, who might perceive this as mere rewards for those who complain, while they get nothing in return for their loyalty.
The power of a good customer experience should never be underestimated. I say this because, at some point in our lives, we have all experienced horrible customer service. I can guarantee that that experience will stick in your mind, much more so than if it had been a positive experience. It seems as if we poor humans are programmed to remember our negative experiences clearly.
In the world of sales and marketing, it has also been known for many years that customers are more likely to share bad experiences on social media than they are to share good experiences. And that it takes several positive experiences to repair the damage done by just one negative experience (these numbers range from a few five to a staggering 40 experiences needed to overcome one negative event).
This is where your net promoter score (NPS) comes into play. This kenya phone number list valuable tool measures your customers’ loyalty and tracks exactly what kind of experience they’re having. Basically, if you don’t monitor your NPS, there’s a big chance you’re losing customers and you don’t even know why.
Your NPS score works on a scale of 0 to 10 based on how likely someone is to recommend your product or service to a friend. And it divides your customers into three groups:
Promoters (score 9-10) – The loyal ones. Those customers who will rave about you to others.
Passives (a score of 7-8) – Those who think you do things right. They are happy enough with you, but could easily go to the competition.
Detractors (a score of 0-6) – You definitely don’t want these customers. These are unhappy customers, those who will talk badly about you to their friends or on social media.
NPS
Of course, this is just the basics of NPS; in a previous post we have given a complete guide to NPS. What you should pay attention to, how to calculate it and even more importantly, how to interpret it. If you want to know more, you can check it out using this link.
So, now that you know the importance of the score, we are going to tell you how to improve the NPS through easy-to-implement tips that you can use to have more promoters and fewer detractors.
How to improve the Net Promoter Score?
1. Quickly follow up on your detractors
Companies that ignore their detractors have obviously not learned their lesson and have likely lost that customer forever. However, if you follow up on negative feedback quickly (while it is still fresh in the customer's mind), you will not only help negate the impact of that review, but there is a good chance that you will also retain that customer or even, as unlikely as it may sound, turn them into promoters.
This is where speed of response becomes important. Contact your detractors directly and as quickly as possible. You probably already have their contact information as part of the transaction they made, such as an email or phone number. Reach out to them, let them know the reason for the follow-up, and try to understand their perspective.
Surely each customer has different explanations for why their experiences were negative, but some general answers that can turn those negatives into positives and increase NPS are:
Offer an improvement to your current product or service.
Offer them an alternative solution that suits their needs.
Simply reaching out to them and treating them with respect can win those customers back in your favor.
If you like the idea of turning your detractors into promoters, Business 2 Community has prepared some helpful tips to get you started .
Just remember, the sooner you follow up with your detractors, the more impressed they will be. Try to resolve their issues within 24 hours of their complaint being received. This way, you will increase the chances of retaining them and positively impacting your NPS in the long run.
2. Make the entire company understand the importance of a good NPS
Providing an excellent customer experience and the importance of NPS are two things that need to be on the minds of every staff member in your organization. You need your staff to be asking themselves on a daily basis how to improve NPS and embed it into the company culture.
This is especially important for frontline staff, those working in contact centres, those in direct sales or teams tasked with dealing with the initial stage of a complaint. These will be the people your customers will first come into contact with and will be the ones who make the most important impression your customers will base their survey score on, directly impacting your NPS.
While it can sometimes be difficult to motivate staff to be enthusiastic about customer service all the time, you'll find that by incorporating NPS data collection and evaluation into your operations, you'll make it a normal part of the job and something your staff will do naturally.
Some quick methods are:
When possible, connect customer feedback directly to the staff members who have interacted with them. Essentially, your customers will be evaluating your staff members for you. Show staff this feedback for potential improvements or praise them when their work is paying off.
Hold management accountable for NPS as part of their annual review. For example, when scores are unsatisfactory, cut bonuses. This will highlight to staff at all levels the importance of good customer service and the need for a strong NPS.
Ask your frontline staff what they are receiving from other internal departments in terms of customer loyalty efforts. Staff should understand that everyone can help improve NPS.
Troy Stevenson, VP & Global Head of Community Operations at Uber believes that embedding NPS into company culture is a secret weapon. At the 2016 Customer Experience Leadership Forum, he outlined a four-step plan for embedding NPS into company culture and ensuring customer loyalty. These tips will get you started on implementing your own plan for embedding NPS in your company.
3. Don't forget to give incentives to your promoters
While we've seen in point one the importance of paying attention to your detractors, it goes without saying that every customer should feel special and it's important not to forget to take care of your promoters. It's easy to neglect the things that are going well. Putting all your efforts into detractors can alienate your loyal customers, who might perceive this as mere rewards for those who complain, while they get nothing in return for their loyalty.