The concept of net promoter score ( NPS ) has been getting a lot of attention recently. It can be one of the quickest and most efficient ways of assessing customer opinion of your service. As the name suggests, it is based on online feedback. In addition it asks customers one simple question about whether they would recommend you to other people. This is followed up by a question about their reasons. Word of mouth is a powerful thing. A personal recommendation is many times more effective than advertising, and the network effect of the internet only increases the value of your company’s “promoters”.
The Net Promoter Score also has the advantage of being easily quantifiable. Customers are asked to rate on a scale how likely they would be to recommend you. Therefore, you can benchmark exactly how well your company is doing, and compare it to your competitors and to your own performance in previous years.
5 steps to setting up an effective NPS program:
1. No need to choose the questions
As explained above, the NPS is made up of one simple question with an obvious follow-up, so there is so need to agonise over the choice of questions. You can instead move onto the next step directly.
2. Decide who to ask
Are you interested in the opinion of all of your customers? Or just certain groups of them? Perhaps you would like to compare your performance among different demographics? Or maybe you’re interested in the opinion of the general public? The second step is to decide who your target respondents for the Net Promoter Score form are.
3. Send out the form
The easiest way to create a net promoter score form is to choose an online company to help you do so. There are many available. Your choice may be based on the look and feel of their form, or perhaps other factors, such as the level of support or the devices that are supported.
4. Receive and process the results
It’s best to put a time limit on the survey so at some point you can process the data received and decide on any necessary actions that arise from what you have learned. Information received from the follow-up question (why would you [not] recommend us) may be particularly useful in suggesting changes and improvements to your business.
Use the results as a benchmark to compare your improvement against past years and also to rate your performance against competitors.
See how Netigate can help you to set up a quick and simple NPS form.