NPS (Net Promoter Score) can be used several ways besides just gathering feedback for internal use.
In a previous blog, What is Net Promoter Score and How can it Help You, I explained what a Net Promoter Score is and how to utilize it in a survey. Now I’d like to talk about how the results can be uRefine communications with your customers
Refine communications with your customers
With the knowledge of how each customer scored you and why, you can determine how to best reach them through social media, ads, newsletters, etc. You can communicate directly to their needs and expectations.
Determine target markets
Utilizing the demographics of your clients along with the information on who among your clients are Promoters, Passives or Detractors, you can find out who your target market is and who is not – saving you advertising dollars.
Why your customers recommend or refer you to friends and colleagues
By analyzing the Promoters open-text responses, you can determine why they would refer and recommend you to others. On the flip-side, you can determine why Detractors won’t refer you.
Fix the problems!
By asking a specific follow-up question for low scoring respondents, such as; We’re sorry you feel that way, what can we do to improve our service to you? You are likely to find repetitive problems and work to improve so your Detractors and Passives can be turned into Promoters!
Increase social media reviews
How does this work you ask? We know that unhappy customers tell a lot more people about their experience than do satisfied customers. Unfortunately, many times on a review site before you even know you have an issue. A customer survey including NPS questions will allow you to catch dissatisfied customer quickly allowing a fix of the problems before they turn into a bad review on social media. However, with a good survey tool, you can automatically redirect all of your Promoters to a Google Review URL or other review site, immediately following the survey. This will increase the number of REAL 5 star reviews.
Contact Peak Surveys to design the right question NPS question and feedback tool that will give you actionable data and improve your social media reviews. Not only by sending promoters to you review site, but also find the problems before they become bad reviews
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