Your Ultimate Guide to Net Promoter Score & How Do You Measure It

What is a Net Promoter Score?

Measuring your customer's experience is one of the most vital elements you can do as a business owner. When you correctly collect information and act on it, you can use the feedback you get from customers to improve your products and services, adjust and refine your marketing strategies and inform your sales strategies. The net promoter score of your business is where all the magic begins! Not only does it help you improve customer experience, but it also drives your business growth. It helps you gauge your loyal customers through short surveys.

Net promoter is also defined as a scope that shows you the willingness of clients to mention your product or service to other users in the product market. NPS determines or indicates the overall customer satisfaction of your company’s product and the user’s allegiance to your brand. Understanding the customer experience gives the marketer information that would be cumbersome to acquire otherwise, given the fears about privacy. Once you are aware of customers' feelings, behavior, and thoughts, you can offer superior services to your customers, thus growing your business from the loyalty of customers and repeat sales.

The ultimate guide to your net promoter and how to measure it:

·  Begin by choosing a survey program, the number of surveys to be created, and what goes into each one of them.

·  Secondly, choose a relationship survey over a transactional survey because relationship surveys will investigate customer's loyalty to your brand. In contrast, a transactional survey will help you determine a customer's experience in a specific interaction but does not measure loyalty.

·  Thirdly, identify the duration of your NP survey because you want to uncover customer loyalty and aspects that affect it. Remember, you need to do more than asking the paramount question stated above. Consider a maximum of four questions.

·  Identify the kind of questions you would like to use for the surveys because asking your customers what drove them to their score is necessary. Remember to keep your questions short and simple.

·  For your relationship survey, use touchpoints such as mapping out the customer's journey and select those touchpoints with high customer success.

·  The sixth guideline is your sample size. Most business owners would wonder just how many customers should they survey. This should, however, not be a worry during your first survey. Depending on your customer base, release the survey in good time, and with time you can narrow down your sample size.

·  Identify an ideal day during the week and time to send out the surveys

·  Identify the best channels that you will use to send Net Promoter Surveys for your customer’s convenience.

·  Have a good statement for your survey invite

·  Ensure you test your Net promoter survey first, for instance, within the organization.

·  Finally, create a consistent and actionable Net Promoter score for your business.

Transactional vs Relational NPS programs 

Transactional NPS focuses on capturing customer feedback and loyalty based on specific transactions or interactions with a company. It measures how likely a customer is to recommend a company or its product/service based on their recent experience. Transactional NPS provides valuable insights into immediate customer satisfaction and helps identify areas for improvement in specific touchpoints or processes.

On the other hand, Relational NPS takes a broader and more holistic approach by assessing the overall relationship between a customer and a company over an extended period. It looks at the cumulative experiences and interactions a customer has had with the company, encompassing multiple touchpoints and interactions. Relational NPS provides a more comprehensive view of customer loyalty, engagement, and long-term satisfaction.