I know that I am going to be in the midst of competing views here but I use NPS where I work and have built a previous NPS program as well – I like it and it works. Say what you will of the method (and believe me, there is much that has been said/written/blogged on it, good and bad), the core of it comes down to really listening to your customers, taking action on what you learn and letting them know they are heard. For me, that’s the key.
I’ve often said that the NPS question itself (and the resulting score) are the least important parts of an NPS program and survey. Before I anger anyone, please note that I said least important, not that they aren’t valuable at all. What is more important, in my view, is the “why” for the score given and “what would it take to improve”. This is where the listening gets good.
Once you have all that great data from your customers, it’s time to turn it into actionable information. That’s done by taking the NPS data and tying it to other key data. That’s going to vary for your business but it could be market channel, customer value, number of customers, retention, country, product, brand… well, I think you see where this could go, right?
Customer feedback that’s just a number that everyone watches and argues about is not really all that helpful, is it? The real power comes from the program you build around the NPS data you collect and the tools you develop as a result. Taking action on customer feedback and letting your customers know they are heard. And who doesn’t want to buy from a company like that?
Tags: action, customer loyalty, listening, Net Promoter Score, NPS