One of the biggest strengths of Net Promoter Score is its simplicity. Once you’ve built a large enough customer audience and started using Net Promoter Score product, surveying your customers and acting on their feedback becomes a simple, scalable process.
Despite this, a surprisingly large number of businesses make avoidable mistakes when using the Net Promoter System to gather feedback.
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There’s much more to Net Promoter Score than just the quantitative ratings users leave for your product.
By asking the right questions to your customers, you can earn valuable feedback, generate real testimonials for your website and even discover opportunities for improvement to help you create a better product or service.
Just like the wording, phrasing and tone of a question can have a huge impact on the person’s response in a real conversation. Your choice or words can have a massive effect on how your user or customer audience responds online.
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Like every metric that depends on user reported data, Net Promoter Score© gets more accurate as the size of your audience grows.
More respondents and more responses result in a more accurate figure, as well as more detailed and actionable feedback on how you can improve your business, enhance your product and get a higher average retention rate.
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One of the biggest advantages of Net Promoter System is its versatility. From the end of every quarter to just after a major transaction, NPS gives your business the ability to get real feedback from customers at any moment in the customer life cycle.
This creates an interesting question: Is it better to survey customers on a regular basis, such as at the end of every quarter, or to survey customers after an important event or transaction?
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Some people argue that Net Promoter Score® surveys don’t work effectively for B2B (business to business) companies. We argue the opposite — that Net Promoter Score is just as valuable for a B2B company as it is for a business to consumer brand.
One reason for this common misconception is that almost all of the content available both online and offline about NPS® is aimed at a B2C audience:
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Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? This is a common question that can be particularly worrying for small businesses that maintain a close relationship with their customers and clients.
For example, can you trust Net Promoter Score data if the customer that left it happens to be a personal friend or acquaintance? Can you trust your Net Promoter Score as a whole if you keep in close contact with a large number of your customers and clients?
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From its humble beginnings as an online bookseller, Amazon has grown to become one of the world’s largest eCommerce businesses. But unlike many massive multi-national organizations, Amazon remains incredibly popular with its customers.
So popular in fact that Amazon accounts for 5% of total US retail turnover (nearly $68 billion in 2013). In terms of NPS, Amazon’s score is 50% higher than main street stalwart Macy’s.
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For years businesses have been able to get away with providing customers with fairly mediocre service. A lack of choice meant that shoppers had to pick the least worst of all available options, leaving companies free to provide the lowest acceptable level of service to their customers.
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“The brand is no longer what we tell the customer it is – it is what the customers tell each other it is.”- Scott Cook
Detractors are everywhere. These people can damage your reputation or sometimes even kill your brand by leaving negative reviews on the Internet and making sure their bad experience is heard by absolutely everyone they know.
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The key to a successful pharmacy (and any other type of business) is to deliver what your customers want – which is not exactly rocket science. But in order to give your customers what they want, you must first know what they want.
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