Build a Customer Experience Culture with Net Promoter Score (NPS)

25 January 2022

Frontline employees naturally have the biggest impact on customer experience in any business, yet so often these are the staff that are left out of the customer feedback loop. Net Promoter Score (NPS) is a useful tool at all levels of a business, not just in the C-suite - it provides a snapshot of the customer experience that can be used to rally employees to be more customer-centric.

Given companies who place customers at their heart are 60% more profitable, it’s clear that an organisation-wide focus on the customer is crucial. NPS can be an effective, easy-to-understand call to action for employees at all levels, so here are some tips for building a customer experience-focused culture using NPS:

Link NPS to Business Results
Everyone likes their work to be recognised, so correlate business results to NPS and share the impact with staff. Has a quarter of bumper revenue coincided with a quarter of improved NPS? That’s not a coincidence, that’s the power of customer experience. Sharing the impact NPS has on business objectives - both good and bad - will keep the customer top of mind for staff throughout the business. 

Set NPS KPIs
It’s important for teams and individuals to know where they sit on the business NPS spectrum. Are they leading the way when it comes to customer experience? What are they going to do to maintain excellence? Or is there room for improvement? What are the steps this area of the business will take to lift performance? 

Creating a little healthy competition can help business units and employees stay focused on the customer. Be sure to acknowledge stand-out results and take examples from top-performers to provide a roadmap for lifting standards across the board. 

Act on Customer Feedback
No employee likes to receive unfavourable feedback from a customer, but this is even more true if they are unable to do anything about it. Businesses need to empower employees to make changes in response to customer complaints. Involving staff in the process of bettering the customer experience is a great way to ensure buy in and keep motivation from flagging. 

For more information about using NPS to rally your team around the customer download our e-book Turning You Team into Customer Champions

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