In our previous post on customer service, we talked about the importance of maintaining your customer service levels. Staying on top of your customer satisfaction is something we all need to do. Rather than lengthy time-consuming surveys or unwieldily telephone calls we advocate the use of the Net Promoter Score (NPS) which is a quick and effective way to keep a track of your overall success.

NPS immediately categorizes all customers into one of the three groups—promoters, passives, and detractors—allowing you to see right away whether a customer experience was a success or a failure—and why.

By asking one simple question — How likely is it that you would recommend [your company] to a friend or colleague? — you can get a clear measure of your company’s performance through your customers’ eyes. Customers respond on a 0-to-10 point rating scale and are categorised as follows:

Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.

Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings

Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

To calculate your company’s NPS, take the percentage of customers who are Promoters and subtract the percentage who are Detractors.

The next question is perhaps even more important and that is asking customers to describe why they would be likely or unlikely to recommend the company. This insight enables you to quickly identify issues that create detractors—and the actions required to address them.

Net Promoter surveys are not traditional customer satisfaction surveys, and simply measuring your NPS does not lead to success. That said it is a quick and effective way to highlight issues that should be dealt with directly by the team involved and it clearly pinpoints improvements or otherwise over time.

The ultimate test for any customer relationship metric is whether it helps improve customer loyalty or retention. By using the NPS, you can help employees clarify and simplify the job of delighting customers. It helps identify and engage your best customers. Whilst finally you can compare performance from week to week and month to month.

Give it a go, you can use digital platforms for this if you prefer although a telephone call can draw out better results with the right customer and telephone technique.

Ultimately excellent customer service creates brand loyalty and spreads the love more quickly. As we look forward to business plans in the year ahead perhaps this would be an appropriate time to audit your customers so that you can iron out any problems in order to hit the ground in the New Year running. If you need help, please contact us to see how we may help.