Net Promoter Score: Best Practices
NPS is one of the most effective metrics available to measure customer satisfaction and loyalty. Although it is a straightforward process, there are steps that can be taken to ensure any resulting data is actionable and accurate.
Here are some common practices that aid in optimizing the accuracy of NPS data.
Benchmarking Data
Check the NPS benchmarks for your industry, review competitor scores if possible and set an internal baseline to gauge progress over time.
Follow Up with Customers
NPS is best leveraged as a continuous process. Follow up with detractors as and when they’re identified to pinpoint the salient reasons for dissatisfaction, engage with passives to determine what action can be taken to progress them into promoters and maintain great relationships with promoters to create lifetime customers. Thank customers for their engagement, reward them for their feedback and share any relevant changes made with them.
Diversify Data Collection
NPS surveys derive high rates of engagement due to their simplicity and ease of completion, providing actionable quantitative data. However, including an optional open-ended question can provide valuable qualitative data. Detractors have a higher proclivity to share their discontent while promoters, conversely, are more likely to share their satisfaction.
Combine Metrics
While NPS is valuable for measuring loyalty and satisfaction, it works best alongside other metrics to gain a more comprehensive understanding of the customer experience. Combining NPS with relevant metrics such as Customer Satisfaction Score (CSAT), Customer Effort Score (CES) and Customer Lifetime Value (CLV) will often provide more insightful information to act on.
Regularly Review and Improve
Review NPS practices on a continuous basis to ensure they are effective. The use of NPS software to analyse data has become increasingly common practice in recent years. Ensure regular NPS conduction, adjust survey questions and channels and monitor trends in customer sentiment.
