Higher Net Promoter Scores tend to indicate a healthier business, while lower Net Promoter Scores can be an early warning sign about customer satisfaction and loyalty issues. It’s a number you can track regularly, not only for a whole company but also for different products, stores, customer segments, geography or customer-service teams.
You should also be careful about when and where you ask the NPS question. Asking people about recommending you isn’t about the most recent customer interaction or a specific employee performance. For example, NPS score asked right after customer interaction may be lower due to poor experience with one specific employee. But still, the overall experience on the company could be positive. Think about the timing.
eNPS is worth to consider as well. The employee Net Promoter Score applies that same concept to a company’s employees to determine employee loyalty and engagement.
If you want deeper data, you will need to ask follow-up questions from your respondents. With Surveypal this is extremely easy. Just create an automated follow-up questions based on the respondents initial NPS answer. And driving improvements is what’s critical. The NPS means nothing unless you do something with the results. As customer experience expert, Bruce Temkin says “Instead of obsessing about the specific metric being used, companies need to obsess about the system they put in place to make changes based on what they learn from using the metric.”
NPS is powerful survey question to determine overall customer sentiment
It is researched that companies that achieve long-term profitable growth have Net Promoter Scores (NPS) two times higher than the average company. It works as your customer balance sheet and an easy to understand growth metric. The beauty of the NPS question is that it is short and with the right tools NPS is easy to measure and understand.