Net promoter score is one of the many metrics that let you know how satisfied your customers are with your products or services. Once the NPS scores have been gathered, there are two possibilities: either they get piled up as a mere feedback or they are used up in a better way to benefit the business. Piling them up is of no use, however, if you plan to make the most out of them, read on to know how that can be done:
Be faster with your research:
Being faster with research means eliminating that year-end feedback method to know what works for your customers and what not! Instead, consider dividing your client file into smaller groups. Thereafter, you can send these smaller groups an invitation for feedback evenly spread over the year. This method provides you with a continuous overview of your customers’ feedback without troubling them. This way you do not miss out on improvement opportunities whenever they are needed.
Follow up after getting NPS:
As we mentioned earlier, just collecting the NPS scores is not enough. Businesses also need to figure out the reasons that drive these scores. The best way to do this is to follow up with the customers. Once, the reasons are known, you can indulge in more meaningful conversations with the customers so as to understand the more specific ways to enhance customer experience.
Accept feedback on multiple channels:
Be open to customer feedback and allow them to give feedback through every channel where you are present. For instance, if you have a social profile for your business on Facebook, Instagram, Pinterest etc. accept feedbacks everywhere. Make it easy for your customers to place their opinions and NPS score in whatever way they feel convenient.
Leverage your promoters:
Promoters are a great source of WOM marketing. So, make the most out of it. Don’t hesitate to ask your promoters to leave a review on your site. WOM being a powerful marketing tool helps build trust and can positively affect the purchase decisions of the customers.
These hacks can help you improve your NPS score and eventually enhance your customer satisfaction level.