What if your business depended on your customers' satisfaction?

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nurnobi40
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Joined: Thu Dec 26, 2024 5:04 am

What if your business depended on your customers' satisfaction?

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Look, let me tell you: it depends. And you better start worrying about it from now on. In this article, we’ll present a very effective method for measuring customer satisfaction and adopting a process of continuous improvement. Let’s go!

The NPS method
You may have heard of or even answered a survey like this. NPS is an acronym for the English term Net Promoter Score . It is a score that you receive at the end of the survey analysis and indicates how your brand is doing in relation to customer satisfaction.

Keep reading and we’ll explain how to get to that grade shortly.

Where did this come from?
The method was created by a researcher from the Harvard Business Review (Frederick F. Reichheld) and gave rise to this book :


184 pages — Elsevier Publisher, 2006.
Reading the book is recommended, however, our goal here is to present you with the basic information of the method to lead you to the application of the research without having to read the book.

The ultimate question that gives the book its title is:

“On a scale of 1 to 10, how likely are you to recommend us to a friend?”Fred Reichheld

Even if you have a physical store, you can still benefit greatly from this research. It’s not just for digital businesses. You can use some of these online tools to apply it:

Google Forms (free)
Totango (free)
Zoho Forms (paid)
Wofoo (free)
Some sites even have a ready-made template, just translate it and send the link to your current customers.

What is the best frequency?
Depending on the number of customers you afghanistan phone number data serve, you can do this every 4 or 6 months. Since it’s a quick survey, it won’t bother customers and it will also convey the idea that your brand really cares about their satisfaction.

Another important point is that it should be done in a short period of time, no more than two weeks. Because if you extend the period too much, you may not be able to identify patterns at a specific moment in your company.

What does each note mean?
Each note has a meaning and should direct you to a specific type of question. There are three possibilities:

From 1 to 6: detractors
From 7 to 8: neutral
From 9 to 10: promoters
The more customers there are among the promoters, the better your brand is doing. Neutrals are not counted because it is understood that they are not willing to speak badly of the brand, nor are they delighted to speak well of it and promote it among their social circles.

For detractors, you should ask “what happened to make you give us this rating?” Finally, make yourself available to listen to the customer as well. This customer is very likely to speak badly of your brand to other people and is the most dangerous profile of the three.

For neutrals, you should ask yourself, “What could be better for you to give us a 9 or 10?” They are neither completely satisfied nor completely dissatisfied. So you need to find out what particular point is displeasing them.

For promoters, you should ask yourself, “What approach would you use to recommend our brand to a friend?” This way, you can find out what they see as valuable in your brand. This will give you guidance on what you should highlight and even include in your brand’s communication.

How do I calculate and know if my index is good?
The calculations are made using percentages. Therefore, don't include the absolute number of customers in the calculation, ok?
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