Top 5 Ways to Improve Your Net Promoter Score (NPS)

By Nancy Parra
on 8 August 2018

You’ve got the buy-in from your company and have created a top-notch Net Promoter Score program. You’re getting your scores and the first question everyone asks is “How do we get our scores to go up?”

Here are the top five ways to increase your NPS scores:

1. Close the loop. Respond to your all of the responses in a timely manner. You can do this by setting up workflows to help scale the process. You can even set up email templates to auto-reply based on scores given when someone takes the survey after hours.

2. Keep your subject line clear of the “S” word. People aren’t as likely to open an email with the word survey in the subject line. Some companies will even set their corporate filters to not allow emails with the word survey in the title to reach an inbox. It’s best to keep the subject line personable, clean, and crisp. Ex. “Alex, how was today’s flight?”

3. Use a customer-facing name such as your CEO or the account manager. People are more likely to open an email from a person they recognize. Personalize it with your logo and colors so the customer knows it’s from you.

4. Drip your campaigns instead of blasting out one huge campaign once or twice a year for no apparent reason. If you set up trigger points in your customer journey, you will not only get better feedback, but you’ll be able to identify what you’re doing right and what you need to improve.

5. Integrate with your CRM. Save time and energy by integrating your NPS with your CRM. That way you can keep track of your interactions and possible case studies or testimonials.

The more ways you can use NPS to listen and respond the better your results will become. The better your results, the happier your customers and your employees will be. Get the most out of your NPS Program by using these five tips.

We wrote the book on NPS. Want to learn more? Get it here

You’ve got the buy-in from your company and have created a top-notch Net Promoter Score program. You’re getting your scores and the first question everyone asks is “How do we get our scores to go up?”

Here are the top five ways to increase your NPS scores:

1. Close the loop. Respond to your all of the responses in a timely manner. You can do this by setting up workflows to help scale the process. You can even set up email templates to auto-reply based on scores given when someone takes the survey after hours.

2. Keep your subject line clear of the “S” word. People aren’t as likely to open an email with the word survey in the subject line. Some companies will even set their corporate filters to not allow emails with the word survey in the title to reach an inbox. It’s best to keep the subject line personable, clean, and crisp. Ex. “Alex, how was today’s flight?”

3. Use a customer-facing name such as your CEO or the account manager. People are more likely to open an email from a person they recognize. Personalize it with your logo and colors so the customer knows it’s from you.

4. Drip your campaigns instead of blasting out one huge campaign once or twice a year for no apparent reason. If you set up trigger points in your customer journey, you will not only get better feedback, but you’ll be able to identify what you’re doing right and what you need to improve.

5. Integrate with your CRM. Save time and energy by integrating your NPS with your CRM. That way you can keep track of your interactions and possible case studies or testimonials.

The more ways you can use NPS to listen and respond the better your results will become. The better your results, the happier your customers and your employees will be. Get the most out of your NPS Program by using these five tips.

We wrote the book on NPS. Want to learn more? Get it here


About the author

Nancy Parra

Nancy Parra, Content Manager at AskNicely, is the author of several best-selling books. When she's not thinking up new content, she's at home writing murder mysteries and making homemade candy.

Other posts by Nancy Parra

More from the blog…

 

Legendary Tales of Customer Experience – The Karma Department

This is the next in an ongoing series of stories about how businesses create customer experiences th...

 

Customer Feedback is Your Competitive Advantage

Why is Customer Obsession a Priority? A recent Gartner survey of CEOs found that 40% list growth as ...

 

Do You Know How to Calculate Your Net Promoter Score?

You have a Net Promoter Score (NPS). How did you get that score? What does it mean? Why should you c...

NPS Best Practices

Top 5 Ways to Improve Your Net Promoter Score (NPS)

You’ve got the buy-in from your company and have created a top-notch Net Promoter Score program. You...

Like what you have read?

Sign up for our newsletter!

What our customers are saying

View Testimonials