Topic: NPS Best Practices , Net Promoter Score, CSAT
Hello Crewhu Nation! Spring has sprung, which means it’s the perfect time to spring into action and find out what your clients really think about you. Let’s launch an NPS Campaign!!
NPS (Net Promoter Score) is used to measure customer loyalty and customer satisfaction. NPS campaigns involve reaching out to your clients and asking them to rate the likelihood of recommending your company. Usually, this rating is on a scale of 0 - 10. Based on their responses, your clients are then put into 3 categories:
- Promoters: scores between 9 - 10
- Passives: scores between 7 - 8
- Detractors: scores between 0 - 6
Now that you have a little background on NPS, let’s talk about best practices when launching your campaign.
ONE: Keep It Simple
NPS surveys should be short and straightforward. The idea and focus are making it easy for your clients to respond quickly without overwhelming them with too many questions.
TWO: Personalize the Survey
These surveys are a time for your clients to reflect on their customer experience; adding personal touches to your delivery can increase the likelihood of receiving a response!
THREE: Follow Up with Clients
Once the campaign has started and feedback is rolling in, following up with your client shows that you value their time and feedback. Personalized communication is critical. I suggest starting out with a “thank you” email or phone call and offering gift cards, t-shirts, or other tokens of appreciation.
FOUR: Act on the Feedback
The goal of NPS is to understand the customer experience that your clients have with your company. Use the feedback from the surveys to improve on that experience. These surveys are a perfect way to identify areas of improvement or pain points in your client's experience.
FIVE: Communicate the Results
Let your crew know how your clients feel about their experience. This will help everyone to be on the same page about improving the customer experience. OR even better, celebrating the success of your promoters.
SIX: Benchmarking
Comparing your NPS score against industry averages will help you understand how your company stacks up against competitors. Allowing you to stay competitive.
SEVEN: Monitor NPS
Against popular belief, NPS is not a one-and-done survey. NPS campaign gives you the perfect KPI when measuring the success of the customer experience. My suggestion is to have your campaign run consistently quarterly or bi-annually. If you send NPS surveys out too often, you are more likely to have clients ignore or leave bad ratings.
There you have it! My Best Practices for NPS Campaigns. There is a wealth of knowledge when it comes to these surveys. Taking the time and adding them to your company's operating procedures can be the difference in ROI, referrals, and growth.
Until next time!
Ask Ashley… that’s me!
