Having made a significant impact on the CX (customer experience) world two decades ago, NPS (Net Promoter Score) continues to be one of the most important metrics for CX professionals, marketing managers, and businesses alike.
The measurement of appropriate KPIs, like NPS, enables professionals to adapt their strategies to deliver superior experiences that are ultimately aligned with overall organisational goals. Net Promoter Score is widely utilised as a key metric for gauging customer loyalty, largely due to its simplicity.
According to the London School of Economics, an average increase in NPS of 7% correlates, on average, with 1% growth in revenue. Beyond fostering growth, NPS also provides insights into the performance of customer service and CX operations.
Creating strategies for NPS growth can serve as a transformative step towards nurturing lasting customer relationships. In this blog, we will delve into the intricacies of NPS, exploring its significance, mechanics, and, most importantly, strategies to boost NPS score, all aimed at unlocking sustainable customer satisfaction and improving overall customer experience.
What Is NPS (Net Promoter Score)?
Net Promoter Score (NPS) stands as a pivotal metric widely embraced by businesses to assess the loyalty of their customer base.
Net Promoter Score serves as a determinant of the probability of customers advocating for a company’s product or service to others, thereby offering insights into aligning NPS with CX initiatives and measuring overall customer satisfaction and loyalty.
The significance of correlating customer experience with business outcomes cannot be overstated in the realm of CX success, and NPS has consistently demonstrated its effectiveness in achieving this alignment. It functions not only as a metric but also as a guiding discipline.
If you want to enhance NPS for better CX and elevate net promoter score effectively, first you need to understand NPS calculation methods.
The methodology underpinning NPS revolves around a singular inquiry posed to customers: “On a scale of 0 to 10, how likely are you to recommend our product/service to a friend or colleague?” Customers’ responses classify them into three distinct groups: promoters, passives, and detractors.
It’s essential to acknowledge that not all NPS surveys are equal. Transactional NPS surveys are tailored to measure NPS at specific junctures along the customer journey, such as post-purchase or following an in-person visit. For instance, a NPS survey might be as simple as tapping a smiley face on a screen upon exiting a restroom.
These surveys are designed to be swift, effortless, and scalable, often consisting of just one question (with an optional open-ended component) at each touchpoint. Their simplicity typically results in robust response rates and generates substantial data for analysis. Consequently, they offer insights into the frictionless aspects of NPS-driven customer journey improvements as well as areas causing dissatisfaction.
While NPS excels as a relationship metric, it may not be the most suitable choice for measuring transactional behaviours. For businesses aiming to scrutinise transactional behaviours more closely, alternative customer loyalty metrics prove more effective. These may include overall satisfaction, customer effort (e.g., ease of doing business), likelihood of future purchases, and attainment of objectives.
How to Calculate Net Promoter Score
As mentioned above, NPS is based on the answer to one question of how likely a customer is to recommend Company/Product/Service X to a friend or colleague. Following the Net Promoter Score methodology, the scale used for this question is an 11-point scale, ranging from 0-10. Below is the formula to calculate your NPS.
Based on your customers’ responses to this question, you’ll be able to classify them as Promoters (9 or 10), Passives (7 or 8) or Detractors (0-6). The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, resulting in a score between -100 to +100.
A positive NPS indicates that a business has more Promoters than Detractors, suggesting strong customer advocacy and potential for growth. Conversely, a negative NPS suggests areas for improvement in customer satisfaction and loyalty.
What Is a Good NPS?
According to the Bain & Company, Net Promoter Scores range from -100 to +100. In general, a positive, higher score is better, but performance is highly dependent on several critical variables — like industry, company size, and geographic location.
Therefore, businesses should account for all of these factors when assessing the NPS to see how they stack up against other companies. For example, 35 might be a good NPS in the automotive industry, while it is an average NPS in the banking industry.
Good NPS looks different for every organisation. You should calculate your target scores using a combination of industry benchmarking data, market intelligence, and up-to-date business insights.
How Does NPS Measure Customer Experience?
NPS aids in enhancing customer experiences by gauging overall sentiment and identifying potential trends across various customer segments. Your scores assess multiple facets of the customer experience , encompassing loyalty, satisfaction, and enthusiasm, through essential metrics.
Source: Bain & Company
Benefits of Measuring Net Promoter Score
Before moving on to how to raise NPS quickly, measuring Net Promoter Score offers numerous advantages for businesses:
- Customer Loyalty Assessment: NPS enables companies to evaluate customer loyalty by asking a straightforward question: “How likely are you to recommend us to a friend or colleague?” This rating scale, from 0 to 10, reflects customer satisfaction and loyalty.
- Predictive Growth Indicator: High NPS scores correlate strongly with business growth. Promoters (those rating 9-10) are more inclined to make repeat purchases, refer others, and contribute positively to revenue growth.
- Actionable Feedback: NPS surveys often include open-ended questions, allowing respondents to offer additional feedback. This qualitative data provides valuable insights for identifying specific areas of strength or improvement and guiding targeted changes to enhance customer satisfaction and loyalty.
- Benchmarking: NPS allows companies to compare their performance against competitors or industry standards. Analysing NPS scores across different segments or against rivals helps pinpoint strengths and weaknesses, informing strategic decisions.
- Employee Engagement: NPS can serve as a metric for measuring employee engagement and performance. Since customer satisfaction links closely with employee satisfaction and service quality, tracking NPS motivates employees to deliver superior service, fostering improvements in customer experience.
- Customer-Centric NPS Improvement and Culture: Prioritising NPS fosters a customer-centric culture within organisations. By aligning the entire company around the goal of delivering exceptional customer experiences, businesses can differentiate themselves in the market and forge stronger customer relationships.
- Cost Efficiency: Satisfied customers are more likely to remain loyal, reducing the need for costly customer acquisition efforts. Furthermore, loyal customers tend to spend more and are less price-sensitive, contributing to increased revenue and profitability.
Strategies to Increase Net Promoter Score
Turning CX insights into NPS success requires a comprehensive approach that entails considering specific NPS benchmarks and goals, customer feedback, and business goals. If you are looking for an action plan for NPS success, here are the best practices for NPS enhancement and NPS success stories from reputable brands.
1. Prioritise Customer Experience to Enhance NPS for Better CX
Exceptional customer experience is crucial for driving NPS growth. This involves:
- Personalisation: Tailor interactions to individual customer preferences and needs.
- Omni-channel Consistency: Ensure a seamless experience across all touchpoints, whether it’s in-store, online, or through customer support.
- Prompt Resolution: Address customer issues and inquiries swiftly to demonstrate responsiveness and care.
Example: Amazon’s relentless focus on customer experience is evident in its user-friendly website, personalised recommendations, and efficient delivery process, contributing to its consistently high NPS.
2. Act on Customer Feedback for NPS
Collecting customer feedback is only the first step; acting on customer feedback for NPS is equally important. Strategies include:
- Feedback Channels: Utilise surveys, reviews, social media listening, and customer support interactions to gather feedback.
- Analysis: Regularly analyse feedback data to identify trends, pain points, and areas for improvement.
- Action: Implement tangible changes based on customer feedback to demonstrate responsiveness and commitment to customer satisfaction.
Example: Airbnb continuously updates its platform based on user feedback, adding features such as enhanced search filters and improved communication tools, resulting in higher NPS scores.
3. Empower Employees for Enhanced NPS
Your frontline staff are ambassadors of your brand and can significantly impact customer perceptions. Strategies for empowering employees include:
- Training: Provide comprehensive training to equip employees with the knowledge and skills to deliver exceptional service.
- Autonomy: Empower employees to make decisions and resolve issues independently, fostering a sense of ownership and accountability.
- Recognition: Recognise and reward employees who go above and beyond to deliver outstanding customer experiences.
Example: Zappos is renowned for its customer service culture, where employees are empowered to do whatever it takes to satisfy customers, leading to high NPS scores and customer loyalty.
5. Leverage Data Analytics for Effective NPS Improvement Strategies
Data analytics can provide valuable insights into customer behaviour and preferences. Strategies include:
- Predictive Analytics: Use data to anticipate customer needs and proactively address issues before they arise.
- Segmentation: Segment customers based on demographics, behaviour, and sentiment to personalise offerings and communications.
- Performance Tracking: Monitor NPS trends over time and correlate them with business metrics to identify areas for improvement.
Example: Netflix utilises data analytics to personalise content recommendations for users, enhancing user satisfaction and contributing to its high NPS.
6. Foster Customer Advocacy
Transforming satisfied customers into brand advocates can amplify your NPS and drive organic growth. Strategies include:
- Referral Programs: Incentivize customers to refer friends and family through referral rewards or discounts.
- Loyalty Programs: Reward loyal customers with exclusive perks, discounts, and VIP treatment.
- User-Generated Content: Encourage customers to share positive experiences through reviews, testimonials, and social media posts.
Example: Dropbox’s successful referral program incentivizes users to refer friends in exchange for additional storage space, leading to increased customer advocacy and NPS.
7. Continuously Iterate fır NPS-Driven Customer Journey Improvements
To maintain a high NPS, businesses must continuously innovate and improve. Strategies include:
- Experimentation: Test new strategies, features, and initiatives to gauge their impact on NPS.
- Feedback Loops: Solicit ongoing feedback from customers and stakeholders to identify areas for enhancement.
- Agility: Adapt quickly to changing market dynamics and customer preferences to stay ahead of competitors.
Example: Apple regularly updates its products and services based on customer feedback and technological advancements, maintaining its reputation for innovation and enhanced NPS.
How to Improve NPS with Artiwise VoC Platform
Artiwise is not just another customer experience management solution; it is a unique Voice of Customer platform extending beyond surveys.
Artiwise stands out from other platforms with its advanced AI-driven approach to the Voice of the Customer (VoC) analytics, uniquely benefiting businesses by enabling them to leverage customer feedback for NPS and providing actionable insights for CX professionals to boost NPS.
Now that we’ve explored the key NPS optimization tips and NPS success stories, let’s explore how the Artiwise Voice of Customer platform improves NPS.
1. Gather All Customer Feedback Together
Artiwise connects all communication channels in a single, easy-to-follow platform. It visualises and analyses vast amounts of real-time data coming from call centre calls, surveys, online reviews, chatbots, and social media.
2. Analyse Feedback for Defining NPS Action Steps
Through Artiwise AI-Powered VoC Platform, customer feedback turns into
actionable insights for elevating Net Promoter Score effectively. Root-cause and sentiment analysis capabilities of Artiwise uncover the underlying factors driving customer satisfaction. Additionally, the platform automatically identifies the recurring issues and pain points.
3. Customer Journey Analysis
After discovering the insights and the root causes, Artiwise will show you any
roadblocks at every step of your customer journey. This overview will support you in
arranging the first actions required to improve your customer journey for sustainable customer satisfaction.
4. Impact Analysis
To boost NPS or CSAT scores, Artiwise will lead you to identify key performance factors
by analysing their impact and strategising improvements. Impact Analysis will help
You when implementing NPS feedback and prioritising the CX strategies to boost NPS.
5. Proactive Actions
Based on the identified drivers and insights, set your actions on the platform and
automatically notify each member of your team about factors that will affect your NPS.
6. Cross Check and Monitor
While analysing the reasons of detractors to understand their concerns in more
detail is important, finding out what makes your promoters dissatisfied is just as essential.
7. Continuous Improvement for Integrating NPS feedback into CX
Artiwise enables you to always compare your situation with previous terms and follow trends. You can regularly review and refine processes using customer trend analysis widgets to ensure ongoing customer satisfaction and loyalty.
Frequently Asked Questions About How to Increase Net Promoter Score
Now that we’ve explored the practical NPS tips to improve Net Promoter Score with Artiwise, let’s take a look at the most commonly asked questions.
1. How can I improve NPS using the Artiwise VoC Platform?
The Artiwise VoC Platform offers actionable insights for CX professionals to boost NPS by collecting, analysing, and interpreting customer feedback effectively. Through sentiment analysis, trend identification, and personalised recommendations, it helps in identifying areas for improvement and driving positive customer experiences.
2. What strategies can I implement to boost NPS score?
Implementing NPS improvement strategies involves various approaches, such as enhancing customer satisfaction, optimising customer journeys, and integrating NPS feedback into CX processes. By focusing on customer-centricity, delivering exceptional service, and addressing feedback promptly, businesses can boost their NPS scores effectively.
3. How does integrating NPS feedback into CX benefit my business?
Integrating NPS feedback into CX processes enables businesses to gain deeper insights into customer preferences, pain points, and satisfaction levels. By incorporating NPS-driven customer journey improvements and leveraging actionable insights from the Artiwise VoC Platform, companies can tailor their offerings to meet customer expectations, leading to sustainable customer satisfaction and loyalty.
We are Here to Help you Boost NPS Score with a Solid Voice of Customer Strategy!
Artiwise sets itself apart from typical customer feedback management platforms. It offers a comprehensive VoC solution, which not only identifies the factors influencing an organisation’s current NPS and CSS scores but also devises strategies for enhancing NPS and demonstrates the potential outcomes of these improvements.
Are you prepared to strategize CX initiatives to elevate NPS and CSAT scores with confidence? Reach out to us to take advantage of a complimentary one-week Proof of Concept (POC) service. Explore Artiwise’s capabilities and discover how it can provide valuable insights to enhance your CX strategy.
