Net Promoter Score (Part 2)

Synopsis

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.

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Slide highlights

Use services like Survey Monkey or Google Forms to initiate a customer satisfaction survey. 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. Then, subtract the percentage of Detractors from the percentage of Promoters to get the NPS.

There is always room for improvement when it comes to customer satisfication. There are steps you can take to boost the company's likability and improve customer loyalty, which we will explain in more detail below.

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Implementation

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.

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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.

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Case study

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."

2 questions and answers

An NPS score of 24 was shown in a deck from the product team summarizing the results from an in-app poll for the month of September.

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The Net Promoter Score (NPS) is a measure of customer loyalty and satisfaction. It ranges from -100 to 100. An NPS score of 24, as shown in the product team's deck, indicates a positive customer response but there is still room for improvement. It means that more customers are promoters (those who would recommend the product/service) than detractors (those who wouldn't recommend), but the company should aim to increase this score by improving customer experience and satisfaction.

What are the downsides and recommendations for NPS being measured by different departments rather than a centralized customer experience team?

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When NPS is measured by different departments rather than a centralized customer experience (CX) team, it can lead to inconsistencies in data collection and interpretation. Each department may have different standards and methods for measuring NPS, which can result in skewed or inaccurate results.

Recommendations:

1. Centralize the NPS measurement process: This ensures consistency in data collection and interpretation. A centralized CX team can provide a holistic view of customer satisfaction across all departments.

2. Standardize the measurement process: All departments should follow the same standards and methods for measuring NPS. This ensures that the data collected is comparable and accurate.

3. Regularly review and update the measurement process: The process for measuring NPS should be reviewed and updated regularly to ensure it remains relevant and effective.

4. Train staff on the importance of NPS: All staff should understand the importance of NPS and how it impacts the business. This will ensure that they are committed to improving customer satisfaction.

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