Create visually stunning surveys that can fetch high response rates
Share surveys via various platforms to get excellent responses
Draw valuable conclusions & identify blind-spots from the data
Take actionable measures from the insights gathered to improve your business
Today business is all about winning the hearts of the customers: brand image and client advocacy matters like never before. A single negative tweet, review, or post is all that it takes to knock off a great brand from its ruling pedestal. Thus it is imperative that a brand stays in the best books of customers and continually strive to align with their growing needs and changing trends.
To measure how happy, satisfied, and loyal customers are with your product/service, there are various customer health tools available; CSAT, CES, and the most popular one- Net Promoter Score(NPS). The net promoter score or NPS is a customer loyalty barometer that businesses employ to measure how customers feel about their product/services. It includes the fundamental question of how likely a customer would recommend the brand to a friend or family. You can follow this with a question or two to get a more detailed idea about the factors which influenced the score.
The customers who love the brand may give a 9 or a perfect 10; the neutral folks may give a seven, while thoroughly dissatisfied customers give a score less than 6. Based on this score, the NPS system divides your customers as:
A business that has a high score for NPS indicates that they have a customer pool that mainly consists of promoters. A loyal customer pool opens the door to more revenue, better brand image, more customers, to name a few! Thus any business requires customer health tools to improve their product and services, and owning an NPS Tool will make this process a simple walk in the park!
Implementing a net promoter score system in place for your business brings a flood of advantages. A great NPS tool is what it takes to make this process efficient and straightforward. An NPS Tool helps you:
An NPS survey mainly consists of the question that helps to understand the likelihood of customers recommending the brand to a family/friend. This is usually followed by one or more questions to understand the fundamental reasons that prompted the customer to give that score. Consequently, an organization can identify the gap between what it provides and what their customers expect. An NPS tool helps you build NPS surveys that quickly collects the net promoter score data and analyze it to draw such relevant insights.
Net Promoter Score involves grouping your audience into promoters, passives, and detractors. Although it is necessary to give much attention to detractors, it is equally essential to spend considerable efforts on passives. In addition, a business must focus on their promoters for they help to bring in new customers. With an NPS tool, you can easily keep track of your customers and manage relationships with them efficiently. For instance, if you spot a detractor, you can follow-up and engage with them and offer coupons or discounts to win their heart!
An NPS tool helps to analyze the health of a business, and the direction in which it’s growth is proceeding. When you have more promoters, you can safely say that they’ll stay true to your product, advocate it proudly, and bring in steady revenue. In addition, promoters also help to acquire new customers easily. Thus, you can get an idea of business growth & health along with purchase patterns of customers with NPS tools.
Customer health tools like CSAT and CES focus on the consumer’s recent interaction with a product or service. On the contrary, the net promoter score dwells on the overall customer experience. Therefore, NPS tool helps to capture an end-to-end view about the customer journey and what they feel about a company as a whole- be it the product, support, or service.
NPS is popular worldwide, and umpteen number of companies have adopted it. Consequently, this makes it simple to set up a benchmark and assess where an organization stands compared to its competitors. Therefore, an NPS tool helps to find out where your company stands and provide insights to improve consistently.
There is no dearth of NPS tools in the market, but choosing the right one needn’t be a cakewalk. However, to make it simpler, we have listed some must-have features which any NPS tool should offer.
Online surveys are one of the popular methods to collect feedback from your audience efficiently. Therefore, opt for an NPS tool that helps you build engaging surveys easily. What you ask, and the way you ask is significant to get the right answers. Personalize your surveys to offer a unique experience to each customer. Make your surveys smart with logic branching feature. Therefore, instead of generalizing, step-up and ask “Why did you score us a 7, John?”. Consequently, you can see the spike in completion rates and quality of answers.
There’s a natural aversion people have towards taking surveys. Thus the disappointing numbers for the response rates come as no surprise. With a great NPS tool, you can build engaging and visually inviting surveys to capture the attention of your audience. Another way to ensure high response rates is to share surveys via multiple platforms. Be it email survey, SMS share, web links, or social media, ensure that your customers can reach out to you through any channel they wish!
NPS isn’t a one-time process. It has to be continuously and meticulously implemented. However, manually doing tasks that can be automated doesn’t make any sense. For instance, why waste time sending out the same surveys again and again when an NPS software can do it for you? Opt for a tool that helps you send automated pulse surveys to your customers. Once you configure when and how frequently the surveys must be sent, the NPS tool can take it from there.
The primary purpose of net promoter score system is to analyze customer experience and the sentiment they have towards your brand. When you send out surveys, you must be able to collect valuable insights from the data collected. Otherwise, the whole process turns out to be futile. The NPS tool must come with a robust reporting system that can help you get a detailed view. In this manner, you can take the appropriate actions needed based on the insights gathered.
A business requires multiple applications belonging to different domains to function smoothly. It is therefore crucial that the NPS tool you choose must be capable of integrating with other third-party applications and operate effortlessly. For example, you can group your audience based on the score they give you, and the customer-facing teams can take it from there to engage with them better and improve the experience they have with your brand.
To get the best out of the NPS metric, it is crucial to have a well-organized system in place. Here are five proven tips to help you set up a sound NPS system for your business.
Customer touch-points refer to the various instances where a customer interacts with a company before, during, or after the purchase of the product/service. For example, it can be a marketing emailer, a support call, social media interaction, referrals, and more! Identifying customer touch-points is essential to improve the overall customer experience and precisely map the customer journey. Therefore, ensure you know the different ways in which customers reach out or interact with your brand and be available for them at all times.
There are two types of NPS surveys- transactional and relationship NPS surveys. Relationship surveys focus on the overall customer experience while transactional surveys focus on specific interaction. Identifying the touch-points helps your business to deploy the right survey at the correct touchpoint thereby amplifying the impact of net promoter score system.
NPS tools help to execute your net promoter score system efficiently. Therefore, ensure that you round-in on a net promoter score software that enables to collect the NPS data, analyze it, calculate your net promoter score, and finally help you take impactful measures based on it.
NPS throws light on what customers like/dislike about your brand. A brand focuses on removing the factors that make customers unhappy. Eliminating these factors out of the equation helps to reduce the customer churn rate, improve the overall experience, and enhance your NPS. In addition, the company must laser-focus on enhancing loyalty driving factors.
When you implement the net promoter score, ensure your team is also on the same page. After all your customers interact with your employees. It is the employees who can make a customer happy or grumpy. Match the KPIs of your organization with your NPS goals and ensure your team is also aligned.
Take proper steps based on the NPS insights and close the loop using an NPS software. Follow-up with your customers and assure their opinions are heard and implemented. Customers are delighted when they know their ideas are acknowledged and understood. Consequently, this also prompts them to give more inputs that are beneficial for your brand. Execute proper strategies and repeat the process to improve your net promoter score continually.
Now that you are here spend a moment to read and find why SurveySparrow’s NPS tool is the best net promoter score software you can bag any day.
SurveySparrow’s recurring survey feature helps you to send out automated pulse surveys periodically. Thus you can hand over all the mundane tasks to the NPS tool. Just configure the survey settings, and we'll take it from there!
SurveySparrow’s NPS tool comes with a rich dashboard that offers detailed reports and insights on the survey data collected. You can gather an in-depth understanding of the data using graphs, pie-charts, histograms, etc., while question-level analysis helps you slice and dice data at a granular level.
Our team is every-ready to help you out with any queries and clear any roadblocks you encounter. So reach out anywhere, anytime for anything you need!
SurveySparrow has a rich collection of popular templates for diverse use-cases like market research, customer satisfaction, event feedback, employee engagement and so on. Choose your survey template, right away!
Setting up a sound NPS system is a simple task with the best NPS tool by your side. Improve customer retention, reduce customer churn, enhance the brand image and boost the growth of your business.
"Smart, varied and loaded with opportunity for users to share insights they might not otherwise feel comfortable sharing..."
Digital Producer at Heat + Deloitte Digital
Market Intelligence & Strategy Manager at Paysafe
Business Manager at Brella
Founder at Parisa Consulting
Business Advisor at Exceeding Limits