Some customers are great for business, others… not so much.
Wouldn’t it be great if you could use a tool, or a formula to figure out whether or not a customer is going to sing your praises or run your company into the ground the second they get their hands on a review form? Well you are in luck because there is – and today’s post is all about the NPS Score (Net Promoter Score).
What Is NPS?
The Net Promoter Score®, or NPS®, is simply a metric that measures customer experience and helps you to predict business growth. This is a proven metric that has recently transformed the business world and is used as the core measurement for customer experience management programs across the world.
Respondents are grouped as follows (as seen in above graphic):
- Promoters (score 9-10) – loyal enthusiasts who will keep buying your products and refer others with fervent enthusiasm – they grow your business.
- Passives (score 7-8) – satisfied but unenthusiastic customers who often shop around with competitive offerings. They don’t hurt, but they don’t grow your business.
- Detractors (score 0-6) – unhappy customers who can damage your brand and stagnate your growth through negative word-of-mouth (that they are all too happy to spread).
The NPS Calculation
Calculating your respondents NPS score is simple, and effective. To Calculate your NPS – record customer’s answer to a key question, using a 0-10 scale: How likely is it that you would recommend [brand] to a friend or colleague?
NPS Score = (% of Promoters) – (% of Detractors)
Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).
Using Typeform For NPS Success
Typeform is an online platform used to easily create and personalize forms, surveys and questionnaires. They have many different templates you can use, including one specifically for NPS. Since we know most people in our audience are seasoned marketers, signing up for Typeform is a breeze – just like any other online tool, they have a great Free account that gives you 100 responses / mo and 10 fields / typeform which is more than enough – so don’t worry you can try this trick for free.
A good rule of thumb is to send out NPS surveys 1 month after signup, 6 months after signup, and then every 6 months thereafter – you want to keep a pulse on your customers feelings towards your brand.
Step 1: Create a survey
Create a survey with only 2 questions – “How likely are you to recommend to a friend or colleague?” and “Could you please tell us why you gave a score of ?”
Step 2: Embed your survey in an email
It’s as simple as that – send out your email with your survey to your customers and start gathering the data necessary to calculate your NPS score from your customer base. This method is simple, effective, and down right amazing. This feedback and data you are about to get from your customers in the long run will be just as valuable in improving your business as the extra marketing boost that it provides.
If you get lost in any of this just head over to Typeform and use their NPS survey template, those guys built this for marketers to be a simple tool and they did a great job with it, it’s full of robust resources and a great help series to get you setup and ready to help you connect with your audience on a deeper level!
Have you used NPS methods with your business? Give us some feedback in the comments below!