‘Acquisition may get the ball rolling, but retention is where big money is.’
Developed in 2003 by Bain & Company, the Net Promoter Score is often considered as the gold standard CX metric. A single NPS question lets you measure, track, and analyze customer perceptions about your brand.
“On a scale of 0-10, how likely are you to recommend us to your friends & family?”
In recent studies like Global Trust in Advertising Report, almost 83% of the participants stated that they trust recommendations made by their friends or family over any other forms. This underlines how significant designing an NPS program for your brand is. A robust process to track, analyze, and implement changes in your existing customer experience program will transform you into an NPS leader.
When you run an NPS program, you will be investing a substantial amount of resources. It would only make sense to have a well-defined plan in place. Break down your targets into feasible goals by keeping them SMART, ie. Specific, Measurable, Achievable, Realistic, and Time-Bound. This helps your company be focused and stick to the plan.
Choosing the right tool can make or break your survey. Randomly sending surveys to all your customers is going to gain you completely unreliable data. Segmenting the audience lets you monitor, compare, and track your NPS score based on different demographics across different areas of your organization.
Automating the entire NPS program will save your time, effort, and other resources. Having a dedicated NPS platform lets you analyze and forecast trends, hassle-free. Having a spreadsheet to track and calculate your NPS score is not scalable in the long run.
Long surveys put off respondents from even attempting them. Avoid half-filled or abandoned surveys by keeping it specific and to the point. Minimize the number of questions and make it a point to stay away from vague or multi-branched questions completely.
Every response from your customer holds the possibility for further conversation. Seeking out customer feedback at all key touchpoints lets you listen to your customers. Responding in a direct and personal way demonstrates that you do care about the survey outcomes.
Senior Vice President - Customer Success & People Operations, Swiftly, Inc.
With over 20 years of experience in both working and designing the best customer-facing groups, Maranda Ann Dziekonski is truly a customer-facing operations leader. She is a ground-up builder with a passion for setting up the right teams, systems, process, and overall infrastructure to take both the team and the company to the next level.
Maranda has proven experience building and scaling customer success, customer service, API support, contact centers - both inbound and outbound sales along with other teams in operations. She is truly a startup multitool with proven skills in handling complex and multi-layered challenges.
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