Changes in overall NPS give businesses an idea of how likely the average customer is to recommend them to a friend. But changes in the breakdown of scores (between promoters, passives, and detractors) also give customer service teams an indication of the overall trend in NPS .
For example, if the number of detractors decreases and the number of passives increases, that could mean that customer perception is trending positively. But a decrease in promoters and an increase in passives, on the other hand, could indicate a risk of customer churn and negative reviews.
Changes in customer NPS could be a good indicator, or a red flag, of the current state of customer satisfaction and potential risk of churn.
Identify ways to improve
Customers may respond to your NPS survey question with a low score, or even a 0. It’s difficult when that happens, especially if it happens more than once, but it also presents an opportunity to focus on customer feedback and make improvements to your product or service accordingly.
That’s why we suggest an NPS survey with extra space for customers to leave specific comments about why they gave the score they did. That way, you can evaluate qualitative feedback about customers who might point out specific the lid looks great, don’t you think? things you can change to improve their experience with your product or service.
Of course, not all feedback will be helpful – there will always be trolls on the internet – but specific notes about bugs, poor user experience (UX), or a bad call with a customer support manager could be quickly routed to the responsible team to address the issue.
Boost referral marketing
Businesses can leverage the power of referral marketing by asking for customer case studies, testimonials, and online reviews to entice new potential customers. And brand ambassador and incentive programs can, in turn, reward country wise email marketing list customer loyalty with gift cards, freebies, or discounts.
Referral marketing can be a symbiotic arrangement between brands and customers, but you need to make sure you have happy customers first, and NPS results can help you identify those happy customers.
It helps you prioritize contact with detractors
Detractors are those NPS respondents with a score of 0-6 , indicating that they would likely be unwilling to recommend your product or service to others. And just as investing in your promoters can pay dividends for your company’s growth, it’s also important to focus on detractors.
When you receive your NPS results, break down the responses into three categories and analyze the reasons why respondents chose their review b answers. It’s important to follow up with your valued customers, but especially if they point out a problem or issue they’re having when using your product or service.
It could be a misunderstanding or user error, or it could be a larger complaint that you can’t resolve alone, but by following up with detractors, you can make them feel heard and valued, and they may be less likely to follow through.
Boosting Net Promoter Score with Bloo Media
NPS is much more than a metric ; it is a reflection of the relationships your company cultivates with its customers. At Bloo Media , we deeply understand the importance of turning customers into loyal promoters, and we specialize in employing innovative digital marketing strategies to achieve this.
Our philosophy is centered on attracting new customers and cultivating exceptional experiences that not only satisfy, but delight. At the heart of our strategy is the implementation of advanced technologies such as CRM , which allow us to collect crucial data, personalize communication, and anticipate customer needs before they recognize them.
Whether through market-leading platforms like Salesforce or specialized tools tailored to your niche, we are dedicated to integrating solutions that optimize every touchpoint. From the first click on an ad campaign to after-sales service, every interaction is an opportunity to increase your NPS.
At Bloo Media, we not only attract the right audience, but we also make sure that every customer feels heard, valued and understood. This translates into increased customer satisfaction, which is the cornerstone of transforming satisfied customers into true ambassadors for your brand.
Discover how our digital marketing tactics and CRM technology expertise can boost your NPS.
