We just started working with a client on customer loyalty, and the metric we always use is Net Promoter Score. We know there’s lots of differing opinions on the effectiveness of NPS – but we haven’t yet found a super-simple alternative that allows you to take immediate action. So here’s why we always use NPS and why we think you need to take a stand and bring it in your company if you’re not using it – and if your company is using this – then make sure you’re doing something with what your customers are telling you!
NPS asks just one question – and it’s all about recommendation. Think about how interesting a question that is – we find ourselves recommending products we love without any hesitation. In fact, we can’t wait to tell someone if a product delights us. On the other hand, we are just as quick to tell everyone when we have a terrible experience. And then there’s a sea of mediocre in the middle where we struggle to remember the experience. So understanding the likelihood to recommend gives you a particular insight into how your customers are feeling about your product.
Implementing NPS means you just have to add one question – there are even API’s and company’s that will do it for you – but it’s SUPER simple. Getting the score, and understanding why can give you real insight and allow you to take customer-driven action that will increase loyalty. Figure out how to start using NPS today.