NPS or Net Promoter Score is a management tool that is used to measure the customer experience of your brand. The scores of the NPS survey collect both qualitative and quantitative feedback and gauge the loyalty of your customers towards your brand. The respondents give a rating from 1 to 10 with 1 being the lowest and 10 the highest score and based on the scores, they are divided into three categories: Promoters (score 9-10), Passives (score 7-8) and Detractors (score 0-6).
The insights extracted from the NPS Survey can be used to drive business in the following ways:
- The feedback recorded through NPS Survey gives a crystal clear picture of customer’s requirements. This data can help in building a better relationship with the customers by allowing them to have the luxury of personalized experience leading to increased customer retention.
- The surveys should be kept different for existing customers and prospective new customers. The feedback from prospective customers will provide insights about their expectations and working on that feedback will ultimately convert to successful customer acquisition.
- NPS Surveys should be used to target the customers that have shown interest in the beginning but have never taken any action. Collecting feedback from them will let you know why they did not proceed further. Use the insights obtained to iron out the flaws and convert the inactive leads into lucrative deals.
- Engage with the Detractors to pinpoint the cause of dissatisfaction with the brand. Show them that you care about their feedback by making necessary changes and see them turn into loyal customers gradually.
Leading service/goods providers have been benefitted by conducting NPS surveys at regular intervals of time. Its usage has lead to increased customer satisfaction and a tremendous boost in sales. NPS surveys from Solugo provide you authentic, real-time insights that help maneuver better business decisions and lead to huge profits. Drive more sales using NPS surveys from Solugo