Remember the last time you got an email or a form to fill out asking for your review or to rate the service you just received? While it may seem annoying to you, those super short little feedback forms actually mean a lot to the businesses and services that are handing them out. Businesses and brands are actually getting much better at this, as they are now using mobile messaging to send/receive alerts with their audience and customers.
In the business and online marketing world, those feedback forms are usually referred to as Net Promoter Scores, and they are one of the biggest numbers that businesses are paying attention to. With the simple question of “How likely are you to recommend (service) to a friend or colleague?”, a business can get a good idea on how well they are doing. When a user or customer puts in a low rating number, that means the business or service needs to work on their quality of experience. When they number is higher, it means they are doing a good job.
To learn more about the Net Promoter Score, how it works and why it’s important, be sure to check out the infographic below.
What is the Net Promoter Score? Infographic Summary
Improve the number your customers and users give when asked if they would recommend your business or service to a friend by following the infographic above.
- A rating of 0-6 is considered really bad. A rating of 7-8 needs work and a rating of 9-10 is excellent!
- To find your NPS score, you should give +100 points for each Promoter score and deduct -100 for every Dectractor score. Once you have all of your results, add them all up and if you have a positive score, you are in decent shape.
- The 3 step process to follow up with your NPS users is to email, link to a landing page and follow up with an automated workflow.
- Apple, USAA Insurance, Costco, Nordstroms and Amazon all have excellent NPS scores.
By putting these methods into play, the next time you ask one of your customer or users if they would recommend your brand to a friend… they should give a much higher number than previously given!
Infographic source: Tom Schwab