It is important to highlight that the ideal NPS response rate is 15 to 20% — that is, if the NPS is sent to 100 customers, between 15 and 20 of them must respond for the calculation to be made reliably.
Let’s say you’ve done an NPS and got a result. Now, what do you do?
More important than collecting customer responses is analyzing the results carefully and acting on them.
Here are some important steps:
- Address detractors’ concerns : Identify the main reasons why customers gave you low ratings and take steps to address those issues;
- Strengthen ties with promoters : Recognize and thank consumers who have given you high ratings, as they are brazil telegram data the ones who drive business growth through recommendations. In addition, maintaining good communication and encouraging them to continue sharing their experience can further strengthen their loyalty to the brand;
- Better understand the needs of neutrals : This is where you can see where your company can improve and help turn neutrals into promoters. Conduct surveys or solicit feedback to better understand the concerns and expectations of this audience.
It is worth noting that the future holds a more astonishing promise responding quickly to feedback, especially from detractors, demonstrates that concerns are take seriously and can help reduce damage to the company’s reputation.
Tip: Customer Experience: 8 strategies to increase sales
How to implement NPS
We have reach the most consumer data important moment to understand how your customer satisfaction is doing! Below are the steps that I consider most important to start and implement NPS.
Define the objective and scope
Before you begin, first clearly define what your goal is when implementing NPS and where you want to apply it in your company.
Determine whether it will be use to measure customer satisfaction with specific products, services, overall experience, or other aspects of your business.
This step will help you guide the entire implementation process and measure the outcome .