Because the information comes directly from customers, you know that if you act on their suggestions, customer satisfaction levels will increase because the information you are using is reliable.
Having this type of information makes it easier to detect where problems are originating within a company, and it will also give you the guidance you need to allocate resources to improve the customer experience .
While profit is a very important metric for business, customer retention is important to achieve it .
NPS surveys can help improve retention rates by letting you know why customers are leaving your company.
While it may be a good idea to generate revenue from existing customers, eventually your business will need to attract new customers. Fortunately, with the help of NPS data, customer acquisition costs can be lowered.
NPS BOOK
Advantages of NPS
Here are some advantages of NPS :
By conducting a Net Promoter Score survey, you can gain insights kenya phone number that can help you create marketing campaigns that are more likely to result in loyal customers and increased revenue.
By knowing what NPS is and taking advantage of the data obtained, you can increase the lifetime value of customers and have a competitive advantage .
Helps you set your customer satisfaction goals, measure them, and make decisions based on accurate customer feedback.
Using the information you gain from your NPS, you can implement initiatives that prevent people from leaving, thereby reducing churn and increasing retention.
Also, before you consider implementing this initiative, think about exactly what you want to achieve.
For example, you want..
Reduce customer churn?
Increase customer happiness?
Improve engagement with your product?
Reduce refunds?
Increase the number of referred customers?
Grow revenue from repeat customers?
Don't worry if you're not sure how you're going to accomplish these goals.
You can determine all of that once you start getting some data from your NPS surveys that will give you valuable insights that you can act on to achieve your desired goals.
Discover 5 ways to use Net Promoter Score.
How to get NPS?
An NPS or Net Promoter Score (NPS) survey can help you measure the level of satisfaction of your consumers and take the necessary measures to solve any situation that may be affecting your organization.
If you were asked right now how satisfied your customers are with the brand, would you be able to tell them? Do you have data to support your answer?
You might assume you do, but what can you do to really know how satisfied your customers are?
For example, you can carry out market research , for example through online surveys , in particular an NPS survey.
NPS surveys allow you to quantify exactly how satisfied/dissatisfied your customers are.
NPS feedback is collected through a survey that asks two simple questions:
On a scale of 1-10, how likely are you to recommend (your company) to a friend or colleague?
What is your main reason for assigning that score?
As you know, people are more likely to answer simple surveys, so you can ask only the first question and the second one as a follow-up.
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