Top 5 Ways To Improve Net Promoter Score | NPS Guide

What is Net Promoter Score (NPS) 

Net Promoter Score, sometimes known as NPS, is a metric used in customer experience programs. NPS gauges how loyal customers are to a business. A higher NPS score is preferable. NPS scores are determined by a single-question survey and published with a number ranging from -100 to +100. This is used by millions of businesses to gauge and monitor how their clients/customers view them.

How do you calculate Net Promoter Score?

Depending on their response, customers fall into one of three categories to determine an NPS score, with responses ranging from 0 (not at all probable) to 10 (very likely).

• Promoters are often devoted and enthusiastic people who answer with a score of 9 or 10.

• Passives provide a score of 7 or 8 in response. They are content with your service, but not overjoyed enough to serve as advocates.

• Detractors provide a score ranging from 0 to 6. These are dissatisfied consumers who are unlikely to make another purchase from you and might even persuade others not to do so.

Simply subtract the percentage of Detractors from the percentage of Promoters to arrive at your ultimate NPS score.

For example, if 10% of respondents are Detractors, 20% are Passives and 70% are Promoters, your NPS score would be 70-10 = 60.

What can you measure using NPS?

You may track scores for everything from specific goods, stores, web pages, or even staff persons in addition to learning your organization’s overall NPS. Because it may be utilized with industry NPS benchmarks to compare your performance to that of your rivals, NPS should be taken into consideration when developing marketing or customer experience strategies. 

You will gain a better understanding of your target market and be able to gauge how they will react to ads, your products or service, and customer service representatives. Gaining devoted patrons who advocate for the brand rather than just being consumers is the aim.

Why Is NPS Effective?

NPS is an indicator, keep in mind. It offers a broad statistic to track and enables you to keep track of advancements in a good, service, or company. However, a lot of factors affect NPS. Consider the NPS scores of contact center representatives. One rep might have a score of 78 while a colleague may have a score of 32. Just looking at their test results makes it nearly impossible to comprehend why. It might begin to make sense if you are aware of the environment in which each agent operates. When compared to the other agent, the one with the lower score may be helping customers who are wanting to cancel their subscriptions. Due to the customer’s prior contact experience, it is obvious that these two employees will have different scores.

Additionally, you might monitor metrics like Average Handling Time (AHT) or First Call Resolution (FCR), or even solicit feedback on specific rep qualities like politeness or helpfulness. You may learn more about the factors influencing your NPS score by considering all of these data elements. You can therefore comprehend what is affecting and changing your results when you analyze the data.

The main driver study may reveal that AHT is the primary factor influencing your NPS score, enabling you to focus your improvement efforts there. You can discover that different segments, such as age groups or genders, have distinct main drivers, in which case you can modify your strategy to diverse audiences in order to provide the experience they expect.

You’ll be able to prioritize your adjustments to have the most impact on your customers the more data you can gather and analyze with your NPS score to better understand what drives your customer experience.

Top 5 Ways To Improve Your Net Promoter Score

1. Close the loop with your customers

The Net Promoter System pushes businesses to constantly “close the loop” with clients in order to delve even further into the context and factors that contributed to their score. You can gather more input by using techniques like direct interviews, follow-up emails, etc. to concentrate your efforts in a customer-centric direction.

Start out simply by responding every time a detractor (0–6 rating) appears. Have a manager or staff member speak with the client, consider their complaints, and try to resolve the issue (or, if you are unable to, explain why it is not occurring). An important first step in mending the connection is demonstrating concern.

2. Get company buy-in around NPS 

Make sure every leader in your firm is aware of the fact that attracting as many promoters as you can is your primary objective, and ask them to spread this idea throughout the business.

Be open and honest about NPS, how it’s measured, and how it may affect yearly evaluations of your business. Consider rewarding your workers based on NPS ratings and feedback rather than merely concentrating on revenue or the bottom line (for practical tips on how to do it, check out this NPS case study).

3. Use NPS feedback to train employees

NPS surveys’ open-ended responses help identify areas where personnel and departments can excel. When applicable, instruct personnel on how to enhance the client experience using the feedback as a reference.

4. Conduct root cause analysis

When comparing input from promoters and detractors as part of your NPS study, you may detect patterns. For instance, you can discover that one department team has more detractors than is fair while another receives excellent ratings. Your next move in this situation should be to carry out a detailed root-cause analysis to ascertain whether the department, the product line they cover or something else is to blame for the low scores. You are now prepared to move on to the final step.

5. Make structural changes and evaluate the results

After a few complaints, you clearly don’t want to modify your entire website or product, but if detractor data indicates a structural issue, you should act and implement adjustments to your products, policies, and messaging when appropriate. You can assess the efficacy of your adjustments by monitoring NPS and contrasting the score and feedback before and after the change. If you see a change, great—you’ve gained additional supporters! If not, then? Once you have fresh information, go back to the drawing board and start over.

Bonus Tip: You can use NPS to survey & measure employees (eNPS)

While most Net Promoter Score surveys are designed to collect customer feedback they can also be used to measure employee sentiment, or what is commonly referred to as employee net promoter score (eNPS). eNPS measures how likely your staff members are to recommend your company as a place to work. Qualtrics recommends against using eNPS to measure employee feedback in favor of other more comprehensive survey methodologies such as employee engagement surveys. eNPS lacks the complexity an engagement survey has, as it’s only one question. It can be a good starting place but doesn’t give you a complete picture of employee health, and you won’t know where to make improvements once you get the data.