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The Power of the Net Promoter Score: A Must-Have Metric for Your Business

June 15, 2023
Matt Southam

The Power of the Net Promoter Score: A Must-Have Metric for Your Business

We all strive for customer satisfaction. But are your customer actaully happy? When it comes to customer satisfaction metrics, there’s one in particular that we want to put under the microscope. Enter the Net Promoter Score (NPS) – a simple tool that can offer profound insights into your business.

What is the Net Promoter Score (NPS)?

First things first, what exactly is this Net Promoter Score we’re talking about? In its simplest terms, NPS is a customer loyalty metric. It measures, on a scale of 0 to 10, how likely a customer is to recommend your business to others.

Developed by Fred Reichheld of Bain & Company, the NPS concept has become a favourite of businesses worldwide. But why, you may ask? The beauty of NPS lies in its simplicity, directness, and interpretive power.

The Magic Behind the NPS Calculation

So, how do we calculate the NPS? It’s as straightforward as the game “snog, marry, avoid”. Based on their feedback, customers are grouped into Promoters (score 9-10), Passives (score 7-8), and Detractors (score 0-6).

Here’s the magic formula:

NPS = % of Promoters – % of Detractors

The result? A score that can range from -100 (everyone’s a Detractor, yikes!) to +100 (everyone’s a Promoter, hip-hip-hooray!). A positive NPS is generally perceived as good, and a score over 50 is excellent.

Why NPS Should Be Your New Best Friend

Now that we’ve got the ‘what’ and ‘how’ out of the way let’s tackle the ‘why’. Why should you, as a busy business owner, care about NPS?

1. Customer Insight: NPS is a direct line into your customer’s thoughts. If they wouldn’t recommend you, they are probably not happy.

2. Benchmarking: Wondering how you stack up against the competition? NPS can tell you. If your score is soaring above industry averages, give yourself a pat on the back. If not, it’s a clear sign that improvements are needed.

3. Customer Retention: Remember the old saying, “It’s cheaper to keep a customer than to find a new one?” Well, it’s true. By tracking NPS, you can identify unhappy customers and swing into action before they jump ship.

4. Growth Indicator: A high NPS indicates that your customers are more likely to recommend you, leading to new business. In other words, your NPS can act as a crystal ball, predicting future growth.

Putting NPS into Action

So, how do you start using NPS? The process is straightforward: Ask your customers one simple question, “On a scale of 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?”

But remember, the real value of NPS comes not just from the score but also from the feedback. It’s about listening, learning, and taking action to continuously improve your customers’ experience.

To paraphrase an old saying, “Every customer is a critic, and every critic is a chance to learn.” So, take the time to delve into your NPS feedback, understand it, and use it to become better.

Parting Words: NPS is Just One Piece of the Puzzle

As powerful as NPS is, it’s just one of many tools in your toolbox. For a comprehensive view of your business, you should use NPS in conjunction with other metrics like customer churn rate & customer lifetime value.

But make no mistake, NPS is a heavyweight in its own right. It’s the simplicity, directness, and predictive power that makes it so appealing. So, give NPS a try – it might just become your new best friend!

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