Ask Abby Nicely #2: What's a Good Net Promoter Score?
Meeting your business’s big-picture NPS goals of going from bad to good (or even world class) takes time, effort, and ultimately putting theory into practice every day. I know, and here’s a quick story about why:
I was a huge nerd.
How nerdy was I? (See above)I wanted to be top of my class high school — the first person to finish my math quiz, the top prize at the science fair and so on. Insert your nerdiest high school kid goal, and it was on my list.
That one time nerd Abby hired a tutor
So picture this: awkward Abby, straight A’s my entire life, and then suddenly I was caught in the middle of a crisis. My then-dreaded Advanced Chemistry exam was upon me (yeah, I know. Big, big nerd).I floundered. I didn’t know how to study or really where to start. This was my magical do or die moment. I was forced to figure it out. There was no way that I would do the walk of shame to my counselor’s office and asked to be placed in a regular-paced class. So, I swallowed my pride and I found a tutor.
The discomfort of the learning curve
My sessions with the tutor were pretty uncomfortable at first. I had to entrust the fate of my Advanced Chemistry future to a stranger who promised to help me overcome some of my biggest challenges (sound familiar?). I had to come face to face with my weaknesses but I also had to trust my strengths so that I could get to where I wanted to be.I kept that tutor all year, and you know what? Your girl crushed that Advanced Chemistry exam and became a tutor a few years later. Then tutoring lead to teaching my own after-school class.The nerd train never stops. It took me all the way to AskNicely where I’m answering your most pressing NPS questions every day. In fact, one of the most common questions I get is around what makes a good net promoter score.
So, what is a good net promoter score, anyway?
It’s a critical question for many of our customers, and it’s one that I get all the time.
First thing's first, get to know your baseline
The first thing I like to tell people is to figure out where you stand. In my last blog post, I referred to this as establishing your baseline.In other words, do you know how happy your customers are right now? What does your baseline reveal about how happy your customers are? Could you up your survey frequency? Are there any barriers within your current organization that prevents you from putting a lot more energy into customer happiness?Remember, it’s all about baselines and setting real, actionable goals to achieve customer happiness that results in brand loyalty and advocacy.
Here’s a quick breakdown:
Embrace your inner NPS nerd.
That overwhelming motivation to succeed will drive you to learn and grow your NPS. Sure, we want to be the best. Who doesn’t want a 70+ Net Promoter Score right out of the gate? But improvement means understanding our own baselines, and setting goals and blowing them out of the water.Don’t have a Net Promoter Score of 50 yet? Use NPS to figure out what’s holding you back. This is where the rubber of your business meets the customer feedback road.
Where are our customers not happy? What do our promoters have in common? What’s a common theme with our detractors? AskNicely helps you find the answers to these questions.Get specific with your Detractor Tags, customize your follow-up questions in a way that addresses scores specifically.So, as cheesy as it sounds, go out there and figure out what’s holding you back, be the best you that you can possibly be. Don’t be afraid to ask your promoters for third-party reviews. Encourage customers to like your social media pages after completing a survey. If you’re not sure how to go about it, I’m always happy to walk you through it.See ya’ll next time and don’t forget to send over any of your burning NPS questions to email@example.com!