Customer experience has become an indispensable part of the business vocabulary with more and more businesses striving to deliver experiences that illicit recommendation from their customers. Surely not easy task in itself.
This is where the Net Promoter Score® (NPS®) has emerged as a reliable metric for businesses to understand and measure the quality of their customer experience. The strength of NPS is that it is easy to understand but inherent in this strength is the view that it is also easy to execute, which may not always be true.
As NPS is largely an exercise in organisational transformation towards becoming extremely customer focused, it requires that you align your people, process, and systems for you to be successful. If you are serious about achieving high NPS, utilising a survey system designed specifically around an operational organisational discipline is paramount.
Most businesses who use NPS only as a metric do not realise that NPS is actually the end result of a discipline that needs to be part of their business DNA. While smaller businesses tend to use simple survey applications like Survey Monkey to measure NPS, the larger ones utilise market research providers to conduct traditional surveys with the NPS question thrown into the mix. Although simpler systems may look cost effective, constant manual intervention in creating reports and presentations, managing the detractor process, collecting testimonials, and encouraging promoters to share positive feedback can have hidden costs in the long run.
Traditional market research largely ignores the fact that the strength of NPS is in its use as an operational metric, not just a survey metric. It’s not just about detailed periodic surveys but also about transactional surveys immediately after key customer interactions with your organisation. By contrast, an end-to-end system custom-designed for NPS might look like a significant investment to begin with, but to create great customer experiences, you require features which allow you to integrate NPS across your organisation in a timely and relevant manner.
If you’re wondering which NPS survey system to go for or if you need to know whether your current NPS survey system meets best practice, here are 8 questions you should be asking:
- Is my NPS system self-serve?
- Does my system provide role based, near real-time, dynamic dashboards?
- Does my NPS system help me get an integrated, end-to-end view of the customer journey?
- Does my NPS system encourage my customers to promote my brand?
- Can my NPS automatically stream comments to my website or Facebook page?
- Does my NPS system automatically provide actionable insights to make strategic improvements?
- Can my NPS system use automated text analytics to uncover key themes and emotions?
- Does my system automatically send alerts to nominated staff members if customers are detractors?
By answering these questions, you will not only be able to understand where your NPS stands but also realise how impactful a best-practice NPS system can be.
If you want to compare your existing NPS system with the world’s best practice and see your score as compared to your peers, then participate in our online mini-audit. At the end, you will not only see your score but also have a chance to get a free eBook that clearly explains the main benefits of these features.
Or, if you just want to see the main benefits of these features without comparing your program with worlds’ best practice, you can directly click the link below to get your free eBook.
Net Promoter®, Net Promoter Score® & NPS® are registered trademarks of Bain & co, Fred Reichheld and Satmetrix.