The answer is yes! NPS is crucial to the success of your business because it provides a crystal-clear view of your company’s performance from your customers’ perspective .
When we look through the customer’s eyes, we can see more clearly where we are doing things right and where we can improve. Let’s explore together the main reasons that reinforce this importance:
One of the biggest advantages of having satisfied customers is that they become ambassadors for your brand . That’s the beauty of “Word of Mouth Marketing”!
Satisfied customers not only come back, they also bring acquaintances, significantly reducing Customer Acquisition Cost (CAC) .
Consequently, NPS also directly contributes to a more robust Marketing return on investment (ROI) !
Now, let’s talk about the other side of the coin: unhappy customers can be a real burden ! They increase the costs of support, service, marketing strategies , among others.
Additionally, companies with a low NPS tend to lose half of their customers within just three years. This is a huge blow to any business!
Did you know that by belgium telegram data increasing NPS by 12 percentage points, your company’s growth rate can double ? That’s right, double! It’s an exponential growth that we can’t ignore.
And here’s another surprising fact : 80% of companies believe they deliver a “superior experience” to their customers, but only 8% are actually satisfied. This discrepancy can be a real wake-up call for the need to measure and understand NPS!
So yes, NPS is really through the use of real-time data provided by the iot important. It gives us the tools to see the company through our customers’ eyes and make strategic decisions that drive long-term success . And that, my friend, makes all the difference!
How to calculate NPS?
As I already explained, NPS is consumer data based on a simple question and the process of collecting and analyzing survey data is equally straightforward!
First, you need to conduct the survey. This can be done directly on the company’s website, sent by email or through another communication channel with the customer, such as WhatsApp, for example.
The score is basically calculated by subtracting the percentage of promoter customers from the percentage of detractor customers.