If you really want to know how satisfied or loyal your customers are with your brand, product or service with real and reliable figures, we invite you to read this article where we will explain you how to implement the Net Promoter Score in your company.
If you are not very clear about What is Net Promoter Score (NPS)? you can read our entry "Why use Net Promoter Score (NPS) in your company? "
Remember that NPS can help you assess your customer loyalty about your brand. The NPS survey is done by asking a question that measures, on a scale of 0 to 10, the likelihood that your customers will recommend your products or services.
How can you calculate the NPS?
Here you will find a step-by-step guide on how to implement the Net Promoter Score tool in your company.
- Survey for your customers:
The first thing you should do is to survey your customers, normally the question asked is: On a scale of 0 to 10 How likely are you to recommend (X company, X product or X service) to a friend, family member or co-worker?
As your surveyed customers must give their answer within a scale ranging from 0 to 10, you must take into account that you must explain to them that 0 is "not at all probable" and 10 is "totally probable".
- Categorize your customers' responses:
Then, depending on their answers, you can organize your customers into three categories that will allow you to calculate the result:
- Calculate the Net Promoter Score:
When you have the results of the survey you can calculate the Net Promoter Score.
It's very simple!
To measure the Net Promoter Score you must:
- First: Convert the amount of DEVELOPERS and of DETRACTORS in percentages, without taking into account liabilities.
- Second: Subtract the percentage of DEVELOPERS that of the DETRACTORS. The result is what is considered to be the percent NPS
Here we give you a example: You surveyed 200 customers, of whom 140 (70 %) are DEVELOPERS20 (10 %) are LIABILITIES and 40 (20 %) are DETRACTORS. The NPS of this example would be 50 %.
Now that you know how to calculate NPSWe will explain what you can take into account with the result.
What can you do with the result of your Net Promoter Score survey?
- "Hands on" with objectivity:
Remember that the higher the NPS, the higher the number of satisfied customers (PROMOTERS) you have in relation to dissatisfied customers (DETRACTORS).
By having your NPS indicator you already know how your customers are perceiving your products or services; the NPS is not made to change the customer but to change the opinion they have of your brand.Therefore, you must reevaluate your processes, services, products, communication, strategies, content, among others.
You must be objective and have clear your strengths but also your weaknesses, the improvement of these depends on your number of satisfied customers.
- Review and analyze the trend:
Measuring the NPS over a long period of time allows you to analyze and review any changes in your customers' perceptions over time.
Likewise, this indicator will show you whether the trend is negative or positive. If the NPS is growing steadily, it means that customers are satisfied with your services or products.
If on the other hand, the NPS decreases, or if you see that you are starting to have more PASSIVE customers instead of PROMOTERS, you can inquire about the reason for their score. leaving an open space in the survey where your customers can explain the reason for their score.
- Read their opinions or reasons:
The reasons and opinions your customers give you will be "gold". By analyzing them, you will be able to make decisive changes that will benefit your brand and improve the perception of both passive customers and detractors. Remember that it is the PROMOTERS who will speak well of your service or product. and this is what you must achieve.
If you want your customers to be fully satisfied and they are the ones who fill the networks with positive comments and shout to the whole world about the goodness and benefits of your brand, service or product... don't wait any longer and get to work! The Net Promoter Score will only bring you good things.
Do you have any questions about how you can implement Net Promoter Score in your company? You can contact a ClickPanda consultant at WhatsApp or in our web pageWe are available to help you solve them!
