So, you're measuring Net Promoter Score for your business? It's a very smart decision. You're rubbing shoulders with brands like Apple, Amazon and Zappos who all rely on NPS to create armies of raving brand advocates that trumpet their merits to friends and workmates.
Now, how does your score compare to theirs?
If, like those brands, your NPS tops 60 then you're doing just fine. But it's more likely that you're not challenging Apple for the customer advocacy title just yet. You probably got on the Net Promoter train because you want to upgrade your customer retention rate and get more word of mouth referrals.
Here's where the train can get a bit wobbly.
"Measuring Net Promoter Score isn't hard but how do I make it go up??"
I hear that all the time. In fact, as a brand marketer, I used to say it myself. It's all too common to become dispirited when this purported magic metric of customer loyalty gets unveiled in a quarterly exective briefing only for those present to respond with a collective corporate shrug.
The issue is that a NPS result is a bit like profit in that it's a critically important measure of business performance but, in itself, not helpful in determining the action required to improve it.
Don't give up just yet. There are a number of simple changes that transform any company's ability to actively drive its Net Promoter Score.
The biggest impact of all comes from a 10min hack that's both suprisingly simple and easy to implement with automated NPS software.
Track your NPS on a daily basis
This will do for your business what the spider bite did for Peter Parker.
When customer feedback is served up fresh and fast, your business will enjoy superhuman levels of customer awareness, accountability, agility and responsiveness which, ultimately, drive your NPS results up and to the right.
1. Finger on the pulse.
Tracking NPS with greater frequency keeps everybody's eye on the ball and provides quick diagnosis of the impact of changes to your products or environment. If you've released a new feature, changed your pricing or suffered negative press, your daily Net Promoter Score will immediately highlight the impact on customer sentiment.
2. Catch problems before they escalate
By tracking NPS daily, you'll detect issues as soon as they occur. If a process or web function is broken, your NPS program provides an early warning function enabling you to fix things before more customers experience it.
3. Avoid the feedback avalanche
A quarterly or even monthly Net Promoter program creates a barrage of customer feedback that overwhelms customer support teams who have to triage and take action on responses. This inevitably harms follow up times, service levels and team morale. Conversely, getting feedback on a daily basis eliminates periodic spikes and enables steady state resource planning.
4. Immediate detractor response
If a customer is unhappy, only the smallest time window is available for you to put things right and turn them into a promoter. A monthly or quarterly survey process is simply too late - immediate follow up must be wired into the daily DNA of your customer front line.
5. Accentuate the positive
Similarly, it's important to catch when things go right and celebrate examples of positive customer feedback. Don't underestimate the impact on performance that comes from regularly celebrating stories of customer 'bright spots' and patting the backs of those that played a role.
6. Active performance management
If you can measure it, you can manage it. With daily NPS, you can calibrate daily/weekly targets at a division/team/agent level to drive continual improvement and build a customer obsessed culture.
Setting up daily NPS tracking
With AskNicely, it's a simple task to start tracking NPS daily for your business.
AskNicely syncs to your email database (MailChimp, Intercom.io, Campaign Monitor etc.), and automatically surveys a specific number of customers every day to a schedule you define.
Alternatively, you can trigger AskNicely to send NPS surveys after a particular customer interaction (eg. closing a support ticket in ZenDesk or Microsoft Dynamics CRM).
The whole process takes less than 10mins to get up and running, then AskNicely manages the process quietly in the background.