NPS: An Effective System for Feedback
’’How likely is it that you would recommend our product/service/company to a friend or colleague?’’
We can accept this as the most basic question of the Net Promoter Score which was developed by Fred Reichheld and Bain & Company. What are your customers’ real thoughts about you? If they were to give you a score from 0 to 10 for their loyalty, what would they give? One of the biggest advantage of NPS is that you can easily understand your customers’ commitment to you with very clear questions. This allows you to concentrate on the strengths and weaknesses of your company or your brand effectively based on the true opinions of your customers, you can increase your customer satisfaction and make this satisfaction permanent.
About the NPS
If you’re wondering how Net Promoter Score is exactly calculated, the scoring system is quite simple. The scoring system from 0 to 10 points, the customers who give 9 and 10 points, fully support you and also recommend, or promote you to friends. Your customers who score 7 and 8 are defined as passive customers. This group prefers you, but their commitment is not very advanced. The customers who give you 6 points or less have negative opinions about you and they don’t hesitate declare these ideas to their surroundings.
Benefits of the NPS
Among the many benefits of the NPS, we can say that the biggest advantage is practical. Instead of spending effort on many aspects of your company when measuring customer satisfaction, you can gain deep insights through the score without boring your customers with tens of questions. Although it seems difficult to gain detailed information about your customers, you can ask for additional details with Pisano’s unique follow-up questions.
Another advantage of this survey is that you can categorize your customers. They are divided into 3 group as promoters, passives and detractors, in this way, you can communicate with them more accurately and develop strategies for their needs.
In addition, links between the NPS score and business growth have been proven by many surveys. Also you can analyze your situation against your competitors with NPS.
How Pisano is Different
Pisano presents the Net Promoter Score survey with all the details. You can apply the questionnaire wherever you want and you can get quick results. You can add the ‘’Would you recommend us to your friends?’’ question in your email which is sending to your customers and you can quickly see the results. With Pisano’s multi-channel solutions, you can increase your company's reach not only in mails, but also in kiosks and web chat channels.
In addition to ways of gaining insights, Pisano provides effective ways to take action based on customers’ scores.
- You can talk to your detractors about what the problem is.
- You can talk to passives about how you can increase their loyalty.
- With promoters, you can identify your strong points by asking the reason for their satisfaction and offer campaigns or discounts to further increase the loyalty of your customers.
By being able to categorize your customers, you can create teams that will communicate with all groups individually to develop solutions for them, and you can have a more effective structure in your company. Finally with Pisano’s alerting system you can get notified about customer feedback based on the rules you choose, and take action instantly to prevent customer churn.
With the power of feedback and technology, identify the right strategies for your company and take more confident steps in the future. Discover the power of feedback with Pisano and join the hundreds brands and companies that trust Pisano with their feedback.