Customer satisfaction and happiness are the only factors that have the capacity to bump up your business success. The leaders of successful business conglomerates have understood the power of customer loyalty, which plays a major role in building a successful market. The Net Promoter Score(NPS) is a scientifically calculated metric that determines customer experience and loyalty. The Net Promoter Score gauges how loyal your customers are by conducting a short two-minute survey.
The main strength of NPS lies in its short format that gives a value that in turn helps in growing your customer base and also encourages your existing customer. By establishing people’s loyalty towards your brand, your business can really kick in more and more customers from the neutral side to the loyal ones.
NPS is a simple scientific calculation that involves three parameters, to start with you have to ask those two questions to your customer. You can just email them directly to your customer this is the simplest form, or you can give a link to the survey from your website, but the email one has more response rates than this.
The Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. So, if 50% of respondents were Promoters and 10% were Detractors, your Net Promoter is a score of 40. It is as simple as that.
An NPS survey consists of 2 questions in its classic form. The first one is,
“On a scale of 0-10, how likely you recommend our product to your friend or colleague?”,
This question is clearly focused on making your customer rate their experience. The next question is the open-ended question which aims to get the reason behind the rating given by the customer, and this question is the NPS follow-up question. This will help in identifying the areas that we need to look into for improving the customer experience.
The NPS follow-up question is an open-ended one, so it must be designed efficiently so that the customer’s answer must valuable to the company. Here are the key benefits of customizing the NPS follow-up questions,
#1. Better engagement: Framing the right question can easily make your feedback survey work better; your customer can give what you are looking for, increases the survey response rate.
#2. More targeted answers: The properly curated NPS follow-up question can bring the exact experience your customer has undergone, whether your product met their needs or not.
#3. Establish brand voice: Customization helps include your brand voice in your survey to look more uniform in your approach, and customers also feel more oriented towards your brand.