Companies have taken several measures to improve their Net Promoter Score (NPS). Some of these include keeping a close watch on their customer complaints, monitoring their sales representatives' behaviour, etc. But, companies have not attained much so far. Why?
Well, majority of companies are unaware of factors impacting NPS and so mostly their efforts of improving it go down the drain or fail to produce desired results. In this blog post, you’ll find what these factors are and how they can play a central role in boosting the value of your Net Promoter Score.
Before we go any further, let us explore what Net Promoter Score (NPS) signifies? NPS is all about measuring customers’ satisfaction and loyalty by conducting qualitative surveys. Based on the score, customers are categorized into three different categories such as promoters i.e. respondents providing a score of either 9 or 10; passives i.e. respondents providing a score of 7 or 8; detractors i.e. respondents providing a score between 0 and 6.
Companies can use this score to evaluate their brand performance and utility in the market. However, just like any other metric, NPS is also contingent on myriad actors such as customer support, usability, product’s performance, and more. Read on to gain a better understanding.
Customer Support: The extent to which a firm’s support is available to assist their end consumers when required may hugely impact NPS. Providing a quick resolution to customers’ concerns through social media, dedicated phone support hotline, etc. can create a positive impact. Hence, it is recommended for companies to improve their NPS and corner the business landscape by delighting customers with their quick and error-free services.
Utility and Performance of Product: The extent to which a company’s product is able to meet its customers’ expectations and demands can also impact NPS. It is crucial for enterprises to pay attention to the way their product works, handles, and meets user expectations. In doing so, they need to keep their product’s price, value, and availability in tandem to the customers’ needs. In addition, they need a faster onboarding mechanism to offer better customer service for helping companies improve their NPS.
A Collective Experience: The level of connectivity experienced by customers while they interact with the company can impact NPS. Normally, customers like the brand that function as a single story and flows from end to end in an integrated manner. Therefore, it is important for companies to employ a powerful integration solution that helps companies integrate applications and facilitate collaboration for offering compelling customer experiences.
Security: Security plays a major role in helping companies attain a good Net Promoter Score. When customers know that their data is safe and there is no risk of a breach, they are more likely to recommend the brand or product to others. Companies can, therefore, build a higher level of trust which, in turn, helps in improving the enterprise’s NPS percentage.
Brand Reputation: Brand reputation is another key factor that helps companies improve NPS. It includes additional factors such as how a product is perceived in the market, the level of service, its loyal fan base, and others. Companies willing to improve their Net Promoter Score must build a strong brand reputation that combines quality with loyalty.
To be precise, it’s time for the brands that they start paying heed to the voice of their customers and focus on factors mentioned above for building a good Net Promoter Score. This is where the secret to the success of a business lies.