Nowadays, it almost too easy for a customer to drop your service or product and switch to another one. This is one of the reasons why you are required to a have a robust customer success strategy. Part of that strategy should be measuring the loyalty of your customers. Fortunately, you can use any software applications that can help you accomplish such task. In this guide, we will go over everything you need to know about Net Promoter Score and how to start using this software.
What is NPS?
Simply put, the NPS is a measurement tool that calculates the customer’s loyalty to a specific company of a product. It also provides you predictive measurements about client’s demands, request and whether they will recommend your company to others. In the majority of cases, Net Promoter Score system uses a survey where customers provide scores between 0-10. This gives companies feedback about their service and helps their improvement. So, here is how to start.
Create a survey
You don’t need more than two questions because you don’t want to burden your clients. For example, you can start with the question number one by asking: How likely would you recommend our services and products to others? This is an easy question, and they should rate it on a scale of 0 to 10. The second question would be: What is the primary reason for your score? In this case, you are getting their feedback which the most valuable information and can help you improve your services if you get a terrible score.
Sending out the survey
Here you have a variety of options to explore. You can either send it via email or use an in-app chat service. We would recommend you to use email because it’s more personal and you can expect more honest answers. Make sure to customize the questions based on your customers’ profile; we only provided you examples of what you can use.
Using the NPS platform
NPS platform always comes as a more straightforward solution because it doesn’t require a lot of time and you can automate the entire process. You should check out our Trust Fuel, and we guarantee you will be satisfied with the results.