Customer is King. Or Queen. However that saying goes, one thing is certain – customers are important. Very important.
What is a Net Promoter Score?
We had a company survey go out recently, and we were pretty happy with our Net Promoter Score (NPS).
Not sure what this is? Time for some reading.
NPS helps evaluate customer satisfaction by asking the question:
How likely are you to recommend a product/service/company to a friend or colleague?
The question is usually sent out in an annual company survey to measure customer satisfaction. You may choose to do it more frequently.
An NPS survey by AskNicely
Your survey respondents will fall into one of three categories:
- Promoters of your company or brand (those who chose 9 or 10)
- Passives (those who chose 7 or 8)
- Detractors (those who chose numbers from 0-6)
You will also receive feedback about why each respondent gave you the score they did.
How should I use my NPS survey results?
>With the data you gather from an NPS survey you can:
- Ask your Promoters for referrals and reviews
- Identify which customers are at-risk for churn
- Convert Passives and Detractors into Promoters
- Share customer feedback with your team
Interestingly, turning Passives into Promoters is a greater challenge than turning Detractors into Promoters. This is because their neutrality isn't the result of a concrete problem that can be addressed, as is the case with Detractors.
Customer experience has a big impact on revenue, particularly for SaaS companies. It's important to regularly get customer feedback and act on it to improve you service or product. An NPS survey is a great way to do this.
