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Everything You Need to Know About Net Promoter Score

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We take a look at NPS and guide you through what it is, why it's important and how you can look to start measuring and improving Net Promoter Score.

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Everything You Need to Know About Net Promoter Score

  1. 1. Everything You Need To Know About Net Promoter Score 1) What is Net Promoter Score? 2) Why is Net Promoter Score important? 3) How to measure NPS 4) How to improve NPS 5) 5 Biggest NPS Mistakes and How To Avoid Them 6) Wizu and NPS Surveys Agenda
  2. 2. What Is Net Promoter Score?
  3. 3. What Is Net Promoter Score? Net Promoter Score (NPS) is a straight forward way of understanding how your customers feel about your organization by asking one simple question: Would they recommend you to others? NPS categorizes respondents into three main categories…
  4. 4. What Is Net Promoter Score? Promoters: These are customers that will actively state that they are happy dealing with you. Passives: They may have had a good experience but these customers just don’t feel strongly enough to recommend you. Detractors: These customers experienced a service below their expectations and would not recommend you to others.
  5. 5. Why Is Net Promoter Score Important?
  6. 6. Why Is NPS Important? According to the Bain analysis, the companies that provide sustained value to their customers achieve long-term profit growths. These companies have the NPS two times more than the average companies. If you are not tracking your NPS then you will not be able to see how you are performing and identify areas you can improve.
  7. 7. How To Measure Net Promoter Score
  8. 8. How To Measure Net Promoter Score In the question ‘how likely are you to recommend our business?’ the respondent is asked to rate the answer on a scale of one to ten. Based on the response, the respondent is categorized as follows:
  9. 9. How To Measure Net Promoter Score • You have to be delivering exceptional service to get ratings of nine and ten. • The Net Promoter Score is calculated as the percentage of promoters minus the percentage of detractors. • If you have 100 respondents with 7 detractors, 55 passives and 38 promoters your NPS score would be 31 (38 minus 7). • It is possible to have a negative score but you are aiming to get as close to 100 as possible.
  10. 10. How To Improve Net Promoter Score
  11. 11. How To Improve Net Promoter Score Try going beyond just collecting scores and talk to your customers about why they have rated you that way. This will help you uncover the bad things and the good things you are doing and will help you improve the experience moving forward.
  12. 12. How To Improve Net Promoter Score • Encourage your promoters to promote • Encourage internal buy-in • Don’t just focus on the detractors • Respond to your customers • Keep monitoring your score
  13. 13. 5 Biggest Net Promoter Score Mistakes and How To Avoid Them
  14. 14. 1. Making It All About The Score An NPS alone will not tell you a huge amount so try tracking the score over time and identify the reasons behind them. Knowing the reason why your promoters love you or why your detractors don’t, is just as important as the score itself.
  15. 15. 2. Asking At The Wrong Time Don’t send your survey out too late or too early! Make sure your customer has had a suitable amount of time to use your product or service but don’t wait too long or they will not be able to recall the experience fully.
  16. 16. 3. Concentrating On Your Detractors Focusing on your detractors is an important part of your NPS strategy but it can also be hugely beneficial to find out why your customers love you. Split your attention across all NPS categories to identify your strengths and weaknesses.
  17. 17. 4. Not Showing That You Care If customers are taking the time to leave you feedback then you should spend the time following up with them. This will help you build a long term relationship with the customer and show them their voice matters.
  18. 18. 5. Not Sharing The Results The responsibility of your NPS rating should be shared across all departments as should the results of your surveys. This helps promote a customer centric approach throughout the organization and highlights the importance of all departments to the customer experience.
  19. 19. Wizu and NPS Surveys
  20. 20. Wizu and NPS Surveys Wizu offers an innovative approach to NPS surveys by offering a conversational survey. You can customize the chatbot and create engaging, personalized conversations. Wizu can reference any customer information you have and react differently depending on the answer the respondent gives. This allows you to delve deeper into the details with Wizu asking relevant follow up questions and routing the conversation based on sentiment or keyword triggers.
  21. 21. Wizu and NPS Surveys Find out more about how Wizu can help you measure and improve Net Promoter Score and see a NPS survey example below. Find Out More www.wizu.com hello@wizu.com

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