Long hailed as the most important question, the “Net Promoter Score®” is a simple calculation to see how well a business is doing. NPS is a satisfaction survey, a numerical value placed on a business gauging how likely clients will recommend that brand to colleagues.
What Is A Net Promoter Score
According to Netpromoter.com,
“Net Promoter Score®, or NPS®, measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs the world round.”
So now that you know what it is, why does it matter?
Day in day out, business owners strive to provide their clients with the best products and services. This means that clients stay longer, spend more, and tell their friends about their great shopping experience.
When a business experiences stagnation and complacency, when it deviates from its systems and provide a diminishing quality of products and services, they get dissatisfied clients and eventually, this leads to the business shutting down.
Keeping up your A game is the best way to stand the test of time. As you scale and grow as a business owner, stepping away from each and every operational step, monitoring your NPS score is the best way to stay on top of your game.
Net Promoter Score Survey – How To Dominate The Competition
Each industry will generally fit within a range, a score that is typical of that industry.
You can see that telecom and internet are at the bottom of the barrel. Everyone hates them.
Yet dentists, hair salons, and roofers all have their own range. If your business is at the bottom of that typical range, it won’t be a surprise to anyone when that business eventually stops operating.
On the flip side, those businesses at the top of the range will almost always outperform the local competition.
Net Promoter Score Software
Ok, so we’ve discussed how crucial it is to your business’ longevity.
Let’s talk about the benefits…
First, you get to see how different clients (if any) see your business.
- Promoters (those scoring 9-10) are loyal followers who will keep buying and make referrals to friends and family.
- Passives (those scoring 7-8) are pleased but not likely to recommend you to their friends and are susceptible to being swayed by competitors,
- Detractors (those scoring 0-6) are not pleased with your services and might talk badly about your brand, deterring other clients.
In addition to the numerical score, the survey also asks each group more open ended questions to share the things they like, dislike, would improve, etc.
The open ended questions gives your clients a safe space to identify the exact cause of your clients’ displeasure or satisfaction. Hearing from clients, in their own words and from the safety of their computer, allows you to truly see the good and bad. This valuable insight provides actionable items to ensure your business excels beyond your competition.
Why You Need A NPS Survey Tool and Automation
According to Reichheld (creator of NPS®)
“The path to sustainable, profitable growth begins with creating more promoters and fewer detractors and making your net-promoter number transparent throughout your organization. This number is the one number you need to grow. It’s that simple and that profound.”
Your Own NPS Survey | Touchpoint 80/20
If you’re a practical business owner, you are obviously asking “Where can I get myself this net promoter score software?”
Good thing we have the done-for-you client retention system service to win your prospects’ loyalty and rise above your competitors. Our NPS survey tool is automatic, so you don’t need to do anything except supply the emails of your clients! Then you get their feedback and opinions. We’ll even funnel the 5-star candidates to your Google Reviews or Facebook page!