Are you looking to improve your company’s Net Promoter Score? Here are 12 tips you need to start implementing today to begin boosting your NPS score.
Before we begin, I’m sure you already know everything about Net Promoter Score (NPS), but to briefly recap it’s a measure of customer loyalty. It’s calculated by taking the percentage of promoters less the percentage of respondents.
The higher your NPS, the more likely your customers are to recommend your company to others. But what are the best ways to improve your NPS?
Check out essential tips!
12 Best tips for NPS improvement plan
To turn your passives and detractors into promoters, here are 12 tips you can use to improve your NPS score.
1. Send NPS surveys at the right time
When it comes to measuring and improving the NPS score, timing is everything. If you want to get the most accurate gauge of customer experience data and improve NPS, you need to send out your surveys at the right moment in the buyer’s journey.
- Ideally, you should send an NPS survey in the customer journey after some time to give the customer time to use your product or service and form an opinion. For example, if you’re a SaaS company, you might want to wait 30 days after a customer signs up to send your first NPS survey.
- You can also send a survey immediately after the customer has had a positive interaction with your company. This could be after they’ve made a purchase, contacted customer service, or even just browsed your website.
- By surveying customers at this point, you’ll be able to get feedback while they’re still feeling good about their experience.
- Of course, you can also send out NPS surveys periodically (monthly, quarterly, etc.), but if you really want to maximize your NPS score, focus on surveying customers after they’ve had a positive experience.
2. Personalize your email survey invites
One of the most effective ways to get a customer experience is to personalize your email survey invites. It is observed that when people receive an invitation that is specifically tailored to them, they are more likely to respond.
For example, you might want to include the customer’s name in the subject line of the email. Or, if you have data on what products the customer has purchased, you can mention those products in the body of the email.
Example email template:
Thank you for being a (product) customer! We would love to hear your feedback about your experience. Would you be willing to fill out a short survey?
Benefits of personalizing emails:
Personalized emails have been shown to improve click-through rates. There’s a good chance that more of your customers will actually take the survey if you personalize the invitation.
3. Ask more than the usual question
Asking your customers for feedback is essential in order to improve your business. But it’s also important that you give them an opportunity to explain their ratings with engaging content.
- You can do this by asking questions about specific aspects of your business. For example, if you have a restaurant, you could ask customers about the food, service, and ambiance. You could ask customers about the products, prices, and customer service if you have a retail store.
- Asking questions like these will help you get a better understanding of why customers gave you a certain rating.
- Try not to ask too many questions, or your response rate will drop. Instead, focus on a few key areas that you want to improve.
- By doing this, you’ll be able to get the feedback you need to make your business even better.
4. Make your surveys as user-friendly
Make sure that your surveys are user-friendly. There are a few key things to keep in mind when designing your surveys:
- Make sure the purpose of the survey is clear from the start.
- Make sure customers feel the feedback process is easy so that they give honest feedback.
- Keep the survey short and to the point – no one wants to spend hours filling out a survey.
- Be sure to use language that is easy to understand and free of jargon.
- Use images, diagrams, and other visuals wherever possible to make the survey more engaging and easy to follow.
- Offer respondents incentives for completing the survey. By following these tips, you can be sure that your surveys are user-friendly and more likely to get responses.
5. Engage with your detractors
The best way to improve your NPS score is to engage with your detractors. Your detractors are the people who have negative experiences and have given you a low rating or left a negative review.
By engaging with unhappy customers and addressing their concerns, you can turn them into promoters.
- Some companies make the mistake of ignoring their detractors, but this is a big mistake. It’s important to understand their pain points and why they didn’t like your product and see if there’s anything you can do to address their concerns.
- Instead, try reaching out to them and engaging in a dialogue.
- Thank them for their feedback.
- Ask customers what they didn’t like about your product.
- See if there’s anything you can do to improve their pain points.
- By doing this, you’ll not only improve your NPS score, but you’ll also learn valuable information about your product.
6. Follow up quickly after interaction
According to research from the Harvard Business Review, one of the best ways to improve your NPS score is to follow up with customers quickly after they’ve interacted with you.
In fact, the average customer who receives a follow-up email within 24 hours is statistically more likely to leave a positive review.
So make sure you have a system in place for quickly following up with customers after they’ve interacted with you – whether that’s through email, social media, or phone calls. And don’t forget to ask them how they thought you did!
7. Focus on both promoters also
There are a lot of things you can do to improve your NPS score, but one of the most important is to remember to focus on both promoters and detractors.
Some companies make the mistake of only focusing on detractors, thinking that they can fix the negative feedback and make everyone happy. But this isn’t effective – in fact, it can actually backfire. Focusing only on detractors can alienate your promoters and make them less likely to recommend your product or service.
To improve your NPS score, you need to always be listening to feedback from both promoters and detractors. Make sure you’re addressing the concerns of those who didn’t like your product while also showing your promoters how much you appreciate their feedback.
8. Convert your passives using promoter reviews
Passives are not usually a priority when it comes to improving your NPS, but they can actually be a valuable source of information. They’re generally satisfied with your product, but they’re not raving fans.
If you want to improve your Net Promoter Score (NPS), you need to focus on turning your passive customers into promoters.
One way to do this is by providing products that exceed customer expectations and using the data from your promoters to understand what it is about your product or service that has made them become loyal customers.
Once you have a good understanding of what it is that has made your most satisfied customers happy, you can start to look for ways to improve and replicate those factors for all of your customers.
This will help you not only increase NPS but also boost loyalty and encourage word-of-mouth marketing by better customer experiences.
9. Recognize the contributions from your support team
The greatest tip to improve the NPS survey is undoubted to ensure that every department within the company, from business leaders to the front-line staff, knows their value and how important they are to the overall success of the business by retaining customers.
Every team should be able to recite their individual and collective goals, as well as how their work impacts the Net Promoter Score. Doing so will create a sense of accountability and buy-in that will inevitably lead to an uptick and improve NPS.
At the end of the day, people want to feel like they matter – like their work has a purpose. When everyone in an organization understands how their role contributes to the bottom line (and positive feedback numbers), it creates a sense of pride and unity that will boost company morale and, in turn, the Net Promoter Score.
10. Get customer feedback across your business
Ensure that everyone in your company is constantly thinking about and communicating feedback. This means sharing regular insights with teams throughout your organization, from the executive team down to the front-line employees who interact with customers every day.
Constant communication and sharing of consumer feedback will help ensure that everyone in your company is always thinking about how to improve the customer experience. And by making it a priority for all teams, you’ll be able to see substantial improvements in your NPS over time.
11. Empower your customer service team
Your contact centre team is on the front lines, dealing with customer feedback every day. They’re in a unique position to see what’s working and what’s not – so it’s important to empower them to take action.
Encourage your customer service team to reduce the average handling time and speak up when they see something that’s not working or when they have an idea for how to improve the customer experience. And give them the company resources they need to take action, whether that’s additional training or budget to implement their ideas.
Empowering your customer service team to make changes will help ensure that your company is always focused on improving the customer experience. And that will lead to a higher Net Promoter Score over time.
12. Continually track your NPS
The best way to improve your NPS is to track it on a continual basis. This will allow you to see the trends over time and make necessary adjustments. Additionally, it will help you to identify which marketing initiatives are working and which ones need improvement.
Benefits of Continually tracking your NPS scores
There are a few key benefits to continuing tracking your NPS scores:
- Continually tracking your NPS can give you qualitative feedback and help you identify which changes are resulting in improvements in satisfaction and loyalty.
- You can identify issues early on and address them before they become bigger problems
- It can also help you identify which areas need improvement and where you may have issues with retention.
- Tracking your NPS over time can give you a good indication of whether your business is heading in the right direction when it comes to satisfaction.
- Overall, continually tracking your NPS provides valuable insights that can help your business improve its customer relationships.
- You can see how your customers perceive your company over time and identify any areas where there might be declining satisfaction
- It provides valuable feedback that you can use to make improvements to your products, services, or business model
- It can help you identify potential advocates/promoters of your business
- It’s a good metric to track alongside other measures such as customer satisfaction or Net Promoter Score.
How to make an effective NPS improvement plan?
To make the most of your efforts when improving your NPS, it’s important to have a clear plan in place which you stick to. This will help you keep on track and manage the progress better at every stage.
Step 1: Know your goals
You need to know what your goals are for your NPS strategy. What are you hoping to achieve? Increased customer loyalty? Better customer retention? More referrals? Once you know your goals, you can create a plan to achieve them.
Step 2: Identify your target group or groups
Find out who the customers you want to reach with your NPS strategy? Segments them by demographics, behavior, or any other criteria that make sense for your business. This will help ensure that your NPS efforts are focused on the right people.
Step 3: Create an action plan
What specific steps will you take to reach your goals? Will you survey customers at different touchpoints during their journey with your company? Hosting focus groups? Sending out Net Promoter Score questionnaires? Make sure you have a plan in place so you can execute your strategy effectively.
Step 4: Implement your plan
Implement your plan and track your progress. Once you’ve created your action plan, it’s time to put it into motion. Keep track of your progress along the way so you can adjust your strategy as needed.
Step 5: Measure the results
After you’ve implemented your NPS strategy, it’s important to measure the results. How has your NPS changed? Have you achieved your goals? What impact has your NPS strategy had on your business?
Answering these questions will help you understand the effectiveness of your and where you can make NPS improvements.
Improving NPS can be a challenge, but it’s definitely worth the effort. By taking steps to improve customer feedback and communication across your organization, you can make a significant impact on your NPS.
And by continually tracking your NPS, you can identify which changes are resulting in improvements in satisfaction and loyalty and gaining new customers.
It will help future customers have a better experience with your business, and it will result in more repeat business and referrals. All of which can lead to an improved NPS.
So what are you waiting for? Start taking steps to improve your NPS today!
Want To Know More? Check Our FAQ Below!
How can I improve my Net Promoter Score?
There are a number of ways to improve your Net Promoter Score, but the most important thing is to focus on improving the customer experience.
This can be done by collecting NPS data and acting on customer feedback, empowering your customer service team to make changes, and continually tracking your NPS.
What is a good Net Promoter Score?
A good NPS program score will vary from business to business, but anything above 0 is considered to be good. Anything above 50 is considered to be excellent.
How can I increase customer loyalty?
Loyalty can be increased by focusing and measuring NPS on the customer experience and taking steps to improve it.
This can be done by collecting and acting on NPS feedback, empowering your customer service team to improve NPS, make changes, and continually tracking your NPS.
What is the difference between customer satisfaction and loyalty?
Customer satisfaction is the likelihood that a customer will be satisfied with a product or service, while loyalty is the willingness of a customer to continue doing business with a company.
Satisfied customers are not necessarily loyal, but loyal customers are usually satisfied.
How can I increase customer satisfaction?
Customer satisfaction can be increased by focusing on the customer base experience data and your operational data for taking steps to improve it.
This can be done by collecting and acting on customer feedback, reducing negative experience, collecting qualitative feedback, empowering your customer service team to make changes, and continually tracking your net promoter scores. It will also increase customer lifetime value as well brand loyalty.