To calculate NPS, subtract the percentage of protesting customers from the percentage of promoters. By doing this, you will find out how many customers are willing to recommend your brand to others. The reason why you should ignore passive customers; It is that you cannot count on them either to recommend the brand or to express a negative opinion.
Here’s a step-by-step guide to designing NPS survey questions:
The key to achieving a high net promoter score is to have far more promoting customers than detractors. For example, suppose you surveyed 100 customers. If 40% are detractors and only 50% are promoters, your NPS will be 10; But if only 20% of these 100 customers protest, your NPS will go up to 30, indicating that there is a higher chance that customers will recommend you to their friends than in the case of 20%.
Conducting NPS surveys periodically asia mobile number list and knowing how customers talk about your brand with their friends and family will help identify risks , areas of opportunity , and ways to improve quality . That’s why we suggest considering spaces for customers to comment and express qualitative feedback about how the brand is progressing. It is from these opinions that you can know the customer’s pain points and find the best ways to improve the company’s processes.
First part:
Designing an NPS survey is relatively easy; But it’s important to think about the long-term use of the data when deciding which questions to ask. You can use survey software, but be careful because many only measure one metric, limiting your ability to take different actions based on the results.
Our suggestion is to use customer relationship management software(CRM software)Use it to get a holistic view of your customers.CRMThey allow you to track all the actual and potential communications that the company has had with customers.
With this system, you can use NPS data to see which touchpoints have high NPS scores and which touchpoints have low scores.
Use customer relationship management (CRM) software to design NPS surveys
Demographic questions
It’s not uncommon to start an NPS survey with demographic questions like age, gender, income, etc. This data will help you in market research and analysis and its segmentation. However, if you don’t need demographic questions, you can either use data you’ve already obtained or have in other systems, such as a CRM or customer database. Remember, the fewer the survey questions, the better.
Part II: The main question of the Net Promoter Score or NPS survey
“On a scale of 1 to 10, how likely would you recommend us to a family member, friend or colleague?”
The third part:
the reason for the score
In this section, which is designed as a question and a section for descriptive answers, ask the customer what was the main reason for the numerical score of the previous question. This information will help you understand what motivates promoters and protesting customers to make their choices. Reviewing descriptive answers can be a very time-consuming process, so we suggest using intelligent text analysis tools.
Part 4: How can we provide you with a better experience?
In this question, ask the respondent to provide you with a suggestion that, if implemented, would make their experience with your brand better. If you use closed-loop follow-up mode for your customers and respond to them through ticketing, the answer to this question can be useful for you. By knowing the answer to this question, you will have a starting point for solving the customer’s problem.
Keep in mind that not everyone fills out both the “Reason for Score” and “Suggestions” sections because in many cases the answer to both is the same. For example, if someone’s reason for giving a low rating is “extremely long wait times for phone support,” the best way to improve their experience would probably be to shorten the wait time.
Section 5:
Requesting permission to communicate
It’s a good idea to ask NPS survey respondents for permission to follow up with them if needed. If there is a problem with the survey response, not everyone likes to talk about it with anyone. Depending on how you distribute the survey, you may or may not have the customer’s email or phone number, so don’t forget to ask how to create an effective pitch the customer for their contact information if needed.
Here is a sample NPS survey:
likely are you to recommend our business to a friend or colleague?
how are you to recommend (name of product/service) to a friend or colleague?
are you to recommend (company name) to a friend as a potential workplace?
What is the main reason for your score?
How can we improve your brand experience?
Which of our products services do you use deb directory the most and is the most valuable to you?
What was missing or disappointed in your experience with us?
How can we make you more happy as a customer?
Using the net promoter index is important for business from various aspects.