The Net Promoter Score survey was established by the Bain & Company in the year 2003 to make it possible for companies to be able to measure and evaluate the loyalty of their customers. With just a one-question survey of “On a scale of 0-10, how likely are you to recommend us to your colleagues or friends?”
one can establish who the promoters are, the passives, and the detractors. Customers’ experiences can be monitored using NPS or Net Promoter surveys. Following are some of the benefits of NPS survey:
- Increases Customer Satisfaction:
The benefit of using Net Promoter Score survey is that you get to instantly see how contented your customers are with the type of services that you offer. Every company aims to see that their customers are satisfied with their services and using an NPS survey is one way of helping them to measure that effectively. With feedback from the customers, it makes it possible for the company to gauge where they are not doing well and take immediate measures to rectify the issue to ensure all customers are satisfied and close the loop.
2. Evaluate Brand Loyalty:
The Net Promoter Score survey has been designed in a way that not only checks the satisfaction of customers but also determines the number of those customers that are loyal to their brand. Retention is not always about how satisfied they are, but whether they will come back again for your services, and the NPS survey plays a crucial role in identifying those customers that are loyal. A loyal customer is always ready to share experiences, making it possible for you to re-evaluate the score and see if the strategies you are utilising are effective to give your customers better results.
3. Create More Advocates:
When paying attention to customer loyalty, one is assured of having customer advocates- customers that actively recommend you to family, friends, and colleagues. One of the most powerful tools in the marketing industry is word-of-mouth, especially in today’s world of digital marketing. Using a Net Promoter Score survey is a valid method for you to get an idea of which customers are most likely to recommend you to their friends, family members, and colleagues.
4. Reduces Customer Churn:
Focusing on the level of customer churn is as equally important as on the wellness of your business, especially in creating promoters. For every business, there is always the possibility of customer churn. You can reduce this with the help of a Net Promoter Score survey since it can give you an idea of the issues that can prevent customers from getting back to you for your services. With feedback from the NPS survey, you can close the loop and increase retention of customers.
In conclusion, the Net Promoter Score software plays a crucial role in ensuring that you get sustainable business growth. The feedback from customers is what makes the business grow because you find a way of encouraging people to buy from you, reduce the churn rate, increase customer retention and brand loyalty as well as advocacy. Net Promoter, Net Promoter Score, and NPS® are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
