Negosentro.com | It is important to understand how good your relationship with your customers is and with this valuable data at your disposal you can make the changes and improvements needed to ensure that you breed the sort of customer loyalty that allows your business to grow.
It can be difficult to gauge how you are faring with your customers and one way of achieving this aim would be to use a Net Promoter Score (NPS).
Using NPS & Simplesat for measuring customer loyalty could prove to be a valuable tool and if you can unlock the hidden reasons why your customers are happy to use you and tell others about you too, that is the sort of marketing gold that you can capitalize upon.
Here is a look at five aspects of NPS and what it could do for your business.
It starts with a simple question
The first thing to understand about NPS is that you have to collect the raw data in the first place from your customers and then expand your options and manipulate the data to get a more accurate opinion that goes beyond the answer to a simple question.
For example, it is common to ask a customer how likely they are to recommend your business to someone else.
Quite clearly, if someone gives you a low score out of ten it is clear that they have not had a great buying experience, but if they give you a healthy nine out of ten that is a good response but it isn’t as simplistic as that.
What this initial score allows you to do is put customers into different categories based on their score and then build from there.
Gathering that raw data is the first step in getting the inside track on what your customers think about you.
A way to measure customer sentiment
NPS is a useful tool in measuring individual aspects of your relationship with a customer rather than just relying on the overall picture.
A good example of what this means is if a customer likes your product and is happy to buy it but doesn’t like the customer service interaction he has experienced.
This is very useful in revealing underlying sentiment and showing you what could be improved.
It shows you how happy your employees are
By design, NPS can show you how engaged and satisfied your workers are as this reflects in the score feedback from customers.
If the NPS numbers are good it can be a good reflection on how motivated and happy frontline staff are, which doesn’t go unnoticed by your customers.
You can see where changes and improvements are needed
Gathering NPS data also gives you the potential to actually see what needs changing with your systems and customer service.
The feedback from your customers allows you to pinpoint more precisely what you could change to make things better rather than implement changes for change’s sake.
A valuable comparison tool
Finally, a fundamental point to consider about NPS is that it is a universally accepted benchmark for measuring customer satisfaction.
This means that your rivals will also be using NPS for their own purposes and it will give you the opportunity to see how you compare and whether your numbers are good in comparison to your competitors.
Using NPS really does allow you to take your business to the next level if you know how to interpret what your customers are saying about you.
