Net Promoter Score (Part 2)
The Net Promoter Score (NPS) calculation is a key practice for overall customer gratification and an important customer loyalty metric. Measure your company's understanding of its customer base needs and determine their readiness to serve as advocates for your brand with our Net Promoter Score (Part 2) calculation and improvement presentation deck.
Use services like Survey Monkey or Google Forms to initiate a customer satisfaction survey and come up with data. Categorize survey responses as "Detractors," "Passives" and "Promoters" and fill out total responses for each category.
To calculate these by percentage, divide the total number of responses in each group by the total number of survey responses. Finally, subtract the percentage total of Detractors from the percentage total of Promoters and see your NPS score.
There is always room for improvement when it comes to customer gratification. There are some steps you can take to boost your company's likability and improve customer loyalty rates, which we will explain more in detail below.
1. Bring everybody on board
It takes a village to make unhappy customers happy, so ensure that your whole team understands the end goal and is willing to pitch in.
2. Make your brand promotable
It is your job to make it as easy as possible for your customer base to promote your brand. To succeed, inspire your clients to share their positive experiences on social media by asking questions (in Instagram Stories Surveys, for example), initiating engaging contests and interacting with them sincerely and regularly.
3. Do not disregard detractors
Your promoters can offer a lot of valuable feedback, so reward them with gratitude and by giving them a voice (or other perks), but do not ignore your detractors. Your best strategy is to find out what went wrong and what you can do to fix it. Detractors will often give you valuable feedback and spark ideas for improvement. Remember that communication is king when it comes to customer loyalty, because when your customers know you as a responsible and responsive brand, they are likely to stick around and promote your brand through the most effective marketing tool known to men–word of mouth.
The leading full-cycle automation solution provider, Kryon, had recently revealed its latest Net Promoter Score (NPS) of +68. The latest Kryon NPS score is quite impressive and surpasses the company's prior score, which was already above average at +61.
Kryon was able to achieve the rapid spike in customer satisfaction thanks to the company's avid investment in customer support and its open and continuous dialogue with its customers on bettering their experiences.
Chief Customer Success Officer at Kryon, Ohad Barnoy, explained: "RPA is all about relentless improvement, and Kryon not only builds that into our products but we make it a core value of our company. The seven-point boost in customer satisfaction is a testament to the hard work and commitment of our customer success and professional services teams." He added: "They never stop finding new ways to improve the customer experience of Kryon's Full-Cycle Automation Suite. We will continue to strive for even higher levels of satisfaction in the months to come."