Everything You Need to Know About Net Promoter Score
1.
2. Everything You Need To Know About
Net Promoter Score
1) What is Net Promoter Score?
2) Why is Net Promoter Score important?
3) How to measure NPS
4) How to improve NPS
5) 5 Biggest NPS Mistakes and How To Avoid Them
6) Wizu and NPS Surveys
Agenda
4. What Is Net Promoter Score?
Net Promoter Score (NPS) is a straight forward way of
understanding how your customers feel about your organization
by asking one simple question:
Would they recommend you to others?
NPS categorizes respondents into three main categories…
5. What Is Net Promoter Score?
Promoters: These are customers that will actively state that
they are happy dealing with you.
Passives: They may have had a good experience but these
customers just don’t feel strongly enough to recommend you.
Detractors: These customers experienced a service below their
expectations and would not recommend you to others.
7. Why Is NPS Important?
According to the Bain analysis, the companies that provide
sustained value to their customers achieve long-term profit
growths.
These companies have the NPS two times more than the
average companies.
If you are not tracking your NPS then you will not be able to see
how you are performing and identify areas you can improve.
9. How To Measure Net Promoter Score
In the question ‘how likely are you to recommend our business?’
the respondent is asked to rate the answer on a scale of one to
ten. Based on the response, the respondent is categorized as
follows:
10. How To Measure Net Promoter Score
• You have to be delivering exceptional service to get ratings of
nine and ten.
• The Net Promoter Score is calculated as the percentage of
promoters minus the percentage of detractors.
• If you have 100 respondents with 7 detractors, 55 passives and
38 promoters your NPS score would be 31 (38 minus 7).
• It is possible to have a negative score but you are aiming to
get as close to 100 as possible.
12. How To Improve Net Promoter Score
Try going beyond just collecting scores and talk to your
customers about why they have rated you that way. This will
help you uncover the bad things and the good things you are
doing and will help you improve the experience moving forward.
13. How To Improve Net Promoter Score
• Encourage your promoters to promote
• Encourage internal buy-in
• Don’t just focus on the detractors
• Respond to your customers
• Keep monitoring your score
14. 5 Biggest Net Promoter Score
Mistakes and How To Avoid
Them
15. 1. Making It All About The Score
An NPS alone will not tell you a huge amount so try tracking the
score over time and identify the reasons behind them. Knowing
the reason why your promoters love you or why your detractors
don’t, is just as important as the score itself.
16. 2. Asking At The Wrong Time
Don’t send your survey out too late or too early! Make sure your
customer has had a suitable amount of time to use your product
or service but don’t wait too long or they will not be able to
recall the experience fully.
17. 3. Concentrating On Your Detractors
Focusing on your detractors is an important part of your NPS
strategy but it can also be hugely beneficial to find out why your
customers love you. Split your attention across all NPS
categories to identify your strengths and weaknesses.
18. 4. Not Showing That You Care
If customers are taking the time to leave you feedback then you
should spend the time following up with them. This will help you
build a long term relationship with the customer and show them
their voice matters.
19. 5. Not Sharing The Results
The responsibility of your NPS rating should be shared across all
departments as should the results of your surveys. This helps
promote a customer centric approach throughout the
organization and highlights the importance of all departments to
the customer experience.
21. Wizu and NPS Surveys
Wizu offers an innovative approach to NPS surveys
by offering a conversational survey. You can
customize the chatbot and create engaging,
personalized conversations. Wizu can reference any
customer information you have and react differently
depending on the answer the respondent gives.
This allows you to delve deeper into the details with
Wizu asking relevant follow up questions and
routing the conversation based on sentiment or
keyword triggers.
22. Wizu and NPS Surveys
Find out more about how Wizu can help you
measure and improve Net Promoter Score and see a
NPS survey example below.
Find Out More
www.wizu.com
hello@wizu.com
