In part 5 of our 7-part series on NPS (Net Promoter Score), we show you how to make NPS as relevant as other business KPIs. Discover how to inspire executives, managers and product or process owners to put customer loyalty at the heart of their strategy.
Why NPS is essential as a KPI
NPS provides insight into how organizational changes influence customer experience. This makes it a crucial indicator alongside revenue, costs and other operational metrics. NPS not only shows how customers respond, but also where improvements are needed to increase customer loyalty.
Dear management: focus on customer experience
Present NPS as a KPI that shows whether internal changes have a positive or negative impact on customers. Use tools such as the CYS dashboard feature to gain insight into trends and monitor improvement processes. Challenge management to give the customer experience a central role, so that it remains at least the same or even improves.
Dear managers: NPS as a strategic tool
Make NPS relevant for daily and strategic decision-making by sharing stories behind the numbers. Let managers experience how customer feedback is directly related to their responsibilities. Use tools such as the CYS app or trigger emails to make feedback available in real time. NPS thus becomes just as tangible a KPI as sales figures.
Dear product and process owners: NPS as a quality indicator
For product and process owners, NPS offers valuable insights into how customers experience their product or process. Use root cause analyzes and background variables to identify trends and specific areas for improvement. Think beyond departments: link feedback to the entire customer journey. This way you can make targeted and efficient improvements.
Make sure that NPS lives in your organization
By linking NPS to strategic objectives, everyone in the organization makes customer loyalty a priority. With the right tools and mindset you can make NPS as important as turnover or efficiency.
