If you use the Net Promoter Score (NPS) to gauge customer satisfaction at your organization, you’ve taken the best first step to understanding customer experience. But what should you be doing for the next step?
Your NPS is based on a single question, typically included in a survey or sent as a single-question email:
"On a scale of zero to ten, how likely are you to recommend our business to a friend or colleague?”
Companies compare the percentage of promoters (ranking of 9 or 10) to the percentage of detractors (ranking of 0 – 6). Just subtract detractors from promoters and there it is – the Net Promoter Score, anywhere from -100 to 100.
We offer a range of services to help clients collect, understand, and improve their NPS.
Get your Net Promoter Score
CRA can create a survey designed to elicit your NPS and answer any other questions you may need feedback on. Provide us your key questions and a mailing list of recipients or customers you’d like to survey, and we’ll design and host the survey, send out an email invitation, track and analyze results in a written report. We can time your NPS outreach to specific consumer-focused initiatives to allow for pre- and post-outreach testing, gauging the success of your communication and marketing efforts.
We can even field your survey onsite at your event or any location you do business. We can also integrate the NPS question into your website, to query customers when they arrive at your site or as they’re leaving.
Understand your Net Promoter Score
A broader survey delivered with the NPS question can provide clues behind the rating. The thorough understanding you’ll need comes through open-ended dialog with an independent third party like CRA. We’ll reach out to promoters and detractors, both, to learn why they provided the rating they did and what you can do to improve it.
Improve your Net Promoter Score
Improving your NPS should be easy once you’ve learned the causes of dissatisfaction. CRA will help you establish a timeline of meaningful checkpoints to re-engage customers in an NPS inquiry.
Combining the quantitative data behind the NPS with the powerful stories we collect from your customers will give you the deep understanding you need to gain support for change within your product teams, marketing teams, and your company at large.