If you want to retain more customers, get them to promote your products or services and, in addition, be relaxed knowing that your customers are happy and satisfied with what you offer them, we invite you to read this article, where we will tell you what is the Net Promoter Score (NPS) and why you should be using this amazing tool in your company or business.
Let's get straight to the point...
What is the Net Promoter Score?
The Net Promoter Score (NPS) is an indicator used to measure customer experience and satisfaction in order to know how likely they are to recommend your products, brand or services to others.
In other words, the NPS is the average, of a measurement that goes from 0 to 10, of the rating that your customers have given to the question you ask them to know if they would recommend your service or product. With the Net Promoter Score you can have a clear and reliable idea about the degree of loyalty of your customers to your brand.
Why implement Net Promoter Score in your company?
Because by implementing the NPS survey you will be able to know the level of satisfaction of your customers and, based on the results, you will be able to:
- To know the level of loyalty.
- Work so that your customers are the ones who promote you.
- Find strategies to improve aspects that are affecting your company.
- Open communication spaces to know the reasons of those customers who are not fully satisfied with your product or service.
Here we will explain the 4 reasons why you must implement an NSP survey:
- Customer loyalty: As the information coming from the NPS is given directly by your customers, you can really know their level of satisfaction.
Thus, the higher the average (on a scale of 0 to 10), the more satisfied your customers are, and therefore, the more loyal they are to your brand, product or service. If, on the other hand, you find that your average is low or average, you should get to work and create a loyalty strategy.
In addition, remember that Retaining an existing customer is not only much cheaper than acquiring a new customer, it is also more profitable. As the saying goes, "A bird in the hand is better than a hundred in the air."
- Your customers recommend you: With the NPS you can know the percentage of the customers who are likely to make positive comments about the brandA satisfied consumer tends to tell his or her close circle about positive experiences with a product or service.
But be careful, the percentage of customers who tell their negative experience is always higher...
Remember that:
- "90 % of consumers talk about their service experiences.
- 70 % of consumers who have an emotional attachment to your brand will recommend it.
- 81 % of consumers trust reviews from friends and family over advertising."
- Strategies for improvement: If the average it gave you the NPS is negative is because your customers are dissatisfied. with what you are offering them. This situation may be worrisome; however, you have in front of you the opportunity to improve what you are failing at.
We recommend that in the question you ask to measure your NPS you leave a space where the customer can make suggestions or comment on the reason for their score.This way you will be able to know more precisely what it is that prevents them from being satisfied with your product or service, and you will also be able to act assertively in the face of the opportunity for improvement.
- To know reasons for dissatisfaction: Your customers detractors are those who, on a scale of 0 to 10, rate you between 0 and 6; be sure that these customers will not recommend your products or services and there is a high possibility that they will share their negative experience with several people.
It is important that you follow up with all your customers.The company's goal is to help those who may make negative comments that affect the image or reputation of your brand, so that, as far as possible, you can act quickly and improve their experience.
If you are interested in making a Net Promoter Score survey, we invite you to read our next article, where we will tell you how to implement NPS in your company.
Remember that with the Net Promoter Score you can obtain data that will help you create marketing campaigns that will result in more satisfied and loyal customers and improve your sales.
We invite you to make use of the tool provided by the Net Promoter Score (NPS) and start measuring your customers' satisfaction, as well as whether the strategies you put in place are the right ones to improve your customers' opinion.
At ClickPanda we can help you program your survey, collect data and process it.
Contact us, we are ready to help you solve your doubts. Remember to read the following article from our ClickPandathere you can find out how to implement the Net Promoter Score in your company or business.
