Customer recommendation is always a great way to boost your startup business. But getting that is not always easy work. This is where the net promoter score becomes a crucial metric. But how does it work exactly and how do you use it? Let’s find out.
Understanding How The Net Promoter Score Works
In its simplest definition, the net promoter score is a metric that measures the likelihood that a customer will recommend your brand to others. The metric gives you an idea of the average loyalty of people to your brand. Introduced in 2003, it is considered the gold standard for measuring customer experience.
Implementing the NPS is a fairly straightforward one. You only need to ask the following question to customers.
How likely are you to recommend [brand] to your friends or colleagues?
Customers can then provide a rating ranging from -100 to +100. The average of all the responses is your NPS. You want a higher rating, as it indicates that more people are willing to share your brand with others.
Why The Net Promoter Score Matters For Your Startup Business
You will probably be surprised to learn that this simple metric can provide you many benefits. Here are the reasons why you should not overlook it.
It Helps Boost Customer Satisfaction
Image from IT Chronicles.
A high NPS means your customers are satisfied with what they get and want to share it with others. Probing where that satisfaction comes from will let you better plan how to boost that satisfaction. You can also determine other methods can work for different types of customers.
You Can Build Customer Loyalty
Another fascinating detail that the NPS reveals is the level of loyalty that customers have for your brand. Your most loyal customers will also be the strongest promoters of your brand. Knowing who they are, you can better reach out to them and help them spread the word about your brand. You can also use the score to track the performance of your loyalty program.
You Can Reduce Customer Churn
Customers leaving your brand are a constant challenge. The NPS can help you decrease that likelihood. Here, you will need to go deeper into why these customers might not want to promote your brand. From there, you can look for ways to change their minds.
Boosting Your Startup Business Net Promoter Score
With these benefits in mind, you would want to boost your startup business net promoter score. It isn’t just about convincing customers that yours is the best brand. You should be more strategic in the effort to deliver the right results.
Sending NPS Survey At The Right Moment
You might not realize it but your NPS survey’s timing can affect the results you get. Here, remember that customer satisfaction levels do not always stay the same. The trick is to send the survey sometime after their latest purchase. That lets them absorb the experience more and rate it more reliably.
Image from DragN Survey.
Virtua Solutions will help you in getting the timing right. Our success team will monitor customer activity and determine the best points for the survey. We can then launch it at that moment to get the best snapshot of their satisfaction rate.
Make Your NPS Survey More Engaging
One challenge you might have when running an NPS survey is getting people to respond. A nifty trick is to personalize the question. For instance, you would want to address the customer by their name. That draws their interest and boosts response rates.
You should also ask other questions besides the standard NPS query. For instance, you can follow it up with a question about which specific parts of the service they will recommend to others. That will give you a better picture of what they are most interested in with your brand.
Rally Your Team Around The NPS
The NPS rating means nothing if your team doesn’t know what to do with it. Thus, you want to bring them together to talk about where you would want to go with this. Ask each leader to determine how they contribute to boosting the score. By compiling and organizing these responses, you can develop a more concerted effort within your organization.
Image from SurveyLegend.
You should also integrate NPS feedback into the changes that you make to the organization. For instance, you can use it to create better customer service training for your team. Virtua Solutions’ success teams can help you study these and launch effective training programs based on them.
Engage Detractors Of Your Startup Business
However, you should not only focus on the positive feedback you get. You should also pay attention to the ones who wouldn’t recommend you. Ask them pertinent questions to further understand your reasons.
Image from Survey Sensum.
When you sign up with us, we can help you better conduct your study. We will be the ones to engage these detractors and get the responses you need from them. Our success managers will then provide you with expert knowledge on how to better reach out to these detractors and serve them.
Get People Talking And Promoting Your Startup Business More
The net promoter score might be a simple metric, but it can help boost your startup business when used correctly. Virtua Solutions is ready to lend you a hand in the effort. Contact us today and let’s get started in convincing people to share you with their peers.