Net Promoter Score: a means rather than a goal
Net Promoter Score: more and more popular
Measuring customer satisfaction is increasingly important to most organizations. Not surprising, considering today’s tech-savvy climate in which innovations follow each other up so rapidly that it’s hard to keep apace. This trend implies an empowerment of consumers, who can switch to a current provider’s competitor in the blink of an eye if they’re unsatisfied. Understandably, this makes companies a tad nervous, and they will go out of their way to learn why customers stay or leave in order to capitalize on their motives. As a result, services and products are continuously improved across all different kinds of companies and industries, which is obviously a positive development for customers everywhere.
A common form of measuring customer satisfaction is using the Net Promoter Score methodology – originally developed by Frederick Reicheld, and currently a global standard. Considering the fact that customers are the driving force behind a company’s existence, one can see the Net Promoter Score as a thermometer that shows just how healthy a company truly is. Useful? Absolutely. But by no means a final station.
Step up your game: looking beyond the Net Promoter Score
The Net Promoter Score ensures that you can get off to a good start. The real art, though, is to reveal the reasons for this score. Once you have clarified these, you will have specific, well-defined points for improvement, and you can improve your services in a targeted way. By repeating this constantly, you will structurally work on bettering customer loyalty – and, therefore, revenue growth. In doing so, you will see your Net Promoter Score increase!
Now let’s have a look at the kinds of surveys used to provide insight into customer satisfaction. There are roughly two types:
> Merely a broad indicator;
The best of both worlds: putting the respondent first