Why we use the Net Promoter Score

Before we begin, I just want to give you a few stats:

So what are you doing to ensure you’re keeping your customers loyal?

Net Promoter Score (NPS)

At CandidSky we have implemented a process which involves getting feedback from clients and making changes to improve our output to make clients even happier.

The Net Promoter Score (NPS), is based on a simple question you ask your customers to determine how happy they are with your service:

‘How likely is it that you would recommend [insert your company] to a friend or colleague?’

The customer is asked to give a score from 1-10 with 1 being not likely at all and 10 being extremely likely. Depending on their answers, customers are grouped into three categories:

To get your overall score, you need to subtract the percentage of Detractors from the percentage of Promoters.

Courtesy of https://www.netpromoter.com/know/

Courtesy of www.netpromoter.com/know/

Closing the loop

Getting the NPS score is only the beginning, as collecting a score alone won’t lead to keeping your customers loyal.

The next step is to act on the score to discover why your customers scored you what they did. Once you know the reasons, you have valuable feedback to work with to ensure that you improve your services in relevant areas and keep customers coming back for more.

Communicate

It’s important to communicate with your clients what you’re doing and why. You want them to know how important they are and that you are constantly looking for ways to improve your service to keep them happy.

Final thought

Measuring your NPS score can be a great early indicator of any issues that need to be addressed and resolved before they become a problem. The stats from Gartner Group, Reichheld and Marketing Metrics are difficult to ignore, and to most of us ring completely true. Anything you can do to keep your existing customers happy will have a huge impact on your bottom line. Not only that, but the feedback you get from existing clients will continually improve your sales process by highlighting your strengths and weaknesses.