Net Promoter Scores are a business staple. Organizations rely on them to learn what their customers think of their brand and see how they compare to their competition. After determining your score, there is still more that customer success teams can do to foster customer relations. Simply calculating your score and moving on won’t solve the problems of the people who gave you a low rating. There is much more you can do after surveying your customers to build meaningful customer experiences and use their feedback to grow your business.
What is a Net Promoter Score?
Before we get into making the most of your Net Promoter Score, let’s review what it is and how to calculate it.
A Net Promoter Score is a measure of your customer’s overall perception of your brand. It is calculated on a 0-10 scale and the question, how likely is it that you would recommend [brand] to a friend or colleague?
People who rated you between 0-6 are your Detractors, customers that are unhappy with your brand. Anyone who rated you either 7 or 8 are Passives, they are satisfied with your offering but unenthusiastic. People who rated you either a 9 or 10 are your Promoters, they are your loyal brand enthusiasts.
To calculate your Net Promoter Score, simply subtract the percentage of Detractors from the percentage of Promoters. Net Promoter Scores can range from -100 to 100.
Net Promoter Scores can also be used internally by businesses to measure employee happiness.
Why do I need a Net Promoter Score?
While a Net Promoter Score can seem like a measurement of the past, it is still a vital tool for organizations today, if you’re making the most of your results. After completing your Net Promoter Score survey, take the time to further connect with your customers to learn about the problems facing your Detractors and the things your Promoters love. This is best done through follow-up customer interviews.
Interview Your Detractors, Passives, and Promoters
Chatting with your customers, either virtually or in person, helps build better relationships between your brand and your customers. Learn from your Detractors why they gave you a low score. Maybe they had a bad experience with your brand six months ago and it stayed with them. Perhaps they find your product difficult to use. Actively listening to their problems will make them feel heard and will strengthen your bond.
It is also just as important to talk to people who are satisfied with your brand, your Passives and Promoters. There is a lot you can learn from your frequent customers. Maybe they love a feature or aspect of your offering that your business is not thinking about expanding. Their in-depth knowledge of your product can help your organization decide where to grow.
Turn Feedback into Growth
After completing your customer interviews, review the information they gave you. Take the frustrations of the Detractors and find a way to improve their experience. Use the excitement of your Promoters to build case studies, identify referenceable customers, or create testimonials to share on your website.
Once you’re ready to connect with your customers, check us out at insightpath.io. Our solution makes it easy for organizations to collect, conduct, and track live interviews with customers to be able to grow your business. Let Insightpath not only help you track your Net Promoter Score but also help you dive deeper into why you received that score.