The Net Promoter Score (NPS) in marketing helps companies determine customers’ overall experience. If a consumer is absolutely positive they want to share or recommend your business to someone else they know, you know as a company that you are doing pretty well in your customer service department. It’s important to gather data and analytics about your company to improve your business overall.
I have developed a quick and easy template for you to upload into your qualtrics account to start your NPS journey. It’s free to sign up if you don’t already have an account. First, you would need to log in and click on create a project, create from existing, from a file, and finally click on the QSF file I have provided. The first fundamental question you should start out with is, “How likely are you to recommend us to a friend or colleague?” Depending on your customer’s response, you can add different questions tailored to your business to help determine why they chose that specific number on the scale. Some suggestions of other questions you could add on to the survey are, “If you could improve anything in our business, what would it be and why?” or “Do you have any suggestions for us?”
NPS is based off a scale of 1-10 with 1 being the least likely and 10 being the most likely to recommend your business. The first numbers 1-6 are you detractor scores, numbers 7-8 are your passives, and numbers 9-10 are your Promoters. To get your Net Promoter Score, you have to take your promoters and subtract them from the detractors. The more promoters you get, the higher your score will be.
Your detractors are those who didn’t have a good experience with your company, and there will always be those consumers who didn’t get what they want or are really hard to please. Sometimes things just happen that way. Your passives had a somewhat enjoyable experience, but it wasn’t that memorable or at least not enough to share it with others. Your promoters are your most loyal customers, and you want all of your customers to feel this way. Think for a moment, what is something your company can do to improve to help your customers feel more of a VIP status?
You could send out an email with the survey and maybe provide some sort of incentive for those who do fill out the review like a discount on their next purchase, a free product, or some other service about your business. With these valuable results, you can get from sending out this NPS survey, you can be on your way to making better changes to your business to fulfill the needs of your customers.