In this article we want to talk about the NPS or Net Promoter Score . But first we need to put ourselves in context. Nowadays, consumers usually do two things when they want to buy a product or service, especially those with a medium or high cost. One is to consult the Internet and do research on said product or service . And the other is to ask friends or family members what products or services they would recommend for the need they have.
Some studies ( of which you can find more information here ) claim that more than 90% of people read online reviews regularly or occasionally . And 84% trust these reviews as much as a personal recommendation.
If you think about it, the importance of the experience you offer to the client and their opinions and reviews are extremely valuable. Working and c level contact list investing in marketing, creating quality content, having an optimized website… it is of no use if the client backs out at the last minute because of negative reviews online or from people close to them.
With the rise of social media
this is becoming increasingly important, as we can not only know the opinion of our friends, but we can also know the opinion of any customer who has decided to give their opinion. In addition, the customers who make the most noise are always those who have had a negative experience, even if they are few.
But we also have to look at the positive side, and that is that these platforms help us to be in contact with customers and offer them a more personal sault data service, which gives them a good user experience with your brand. Even if we react quickly to a negative opinion, this can be resolved and end with a positive review, if we know how to manage the situation.
This is where NPS , known by its acronym in English as Net Performance Score , comes in .
What is Net Promoter Score (NPS)?
The Net Promoter Score, known as NPS, is a benchmark for measuring and evaluating customer loyalty to a brand . It can also be measured internally in companies to measure employee happiness and well-being.
The NPS is closely related to the user’s experience when contracting your services, what they receive compared to the expectations they for a product similar to had before acquiring the service or product, and customer service, both before and during and especially after the acquisition of the product or service.
How to calculate NPS?
To calculate the NPS, we can conduct a survey and ask them: On a scale of 0 to 10, how likely are you to recommend our business to a friend or colleague? In addition, we can include some additional questions to obtain the maximum possible information.
Some questions we can ask are:
- On a scale of 0 to 10, how likely are you to recommend (product/service name) to a friend or colleague?
- What is the main reason for your score?
- How can we improve your experience?
- What product/service features do you value and use most?
- What was missing or disappointing in your experience with us?
- What can we do to make you a happier customer?
After the survey, customers can be divided into several groups based on their level of satisfaction or the likelihood that they would recommend our services or products.