An effective Net Promoter Score (NPS) survey requires three essential pillars: collect relevant data, create insights and translate results into action.
Collect the correct data
The success of your NPS research starts with obtaining sufficient and representative answers. Make sure you reach at least 20% (B2C) or 30% (B2B) of your customers for a reliable score. Choose an attractive and user-friendly questionnaire, also on mobile, and make sure that the respondents are a good reflection of your customer base. Carefully weigh the opinions of end users, decision makers, and returning customers to monitor trends.
Create insights
Data alone does not provide insight; focus on understanding the customer. Filter NPS scores per department or customer journey step and use open questions to clarify scores. By regularly sharing results and tracking adjustments, employees see the effect of their actions on customer satisfaction.
Take action
Use the insights obtained to take targeted action. Analyze the causes behind low scores and work on structural improvements. Involve employees who have daily customer contact and recognize employees with a high NPS to motivate others. Focus on promoters and passives to make them loyal and set clear priorities for the actions that have the most impact.
Customer Experience as KPI
Would you like to know more about NPS as a CX KPI? Download our ebook ‘A successful CX program – From measuring to improving!’ for insights, CX strategies and practical tips for your organization.
