Customer Radar Blog

Building a better customer experience with NPS

23 January 2020

With minimal barriers to entry in today’s digital marketplace, competition is fierce. As a result, keeping your business ahead of the pack calls for smarter, more targeted customer insights.

NPS (Net Promoter Score) is an affordable and efficient tool that allows you to look at results quantitatively. This data is easily shared with your team and the insights you gain will ultimately help you shape a better business. 

Here’s how to get NPS working for your business...

Decide when you want to collect feedback

When collecting NPS data, different timings will result in outcomes suited to different objectives. Here are some examples:

  • At a set point in the customer journey - for instance, 90 days after renewing a contract or purchasing. Collecting feedback from customers at this point in their journey means your team won’t be drowning in data and you’ll be able to pin-point the impact any changes in your business have on customers.

  • Guided by customer data - the real magic happens when NPS is used in conjunction with your CRM, loyalty, or transactional data, giving you a much richer insight as to how the customer experience impacts profit. For example, do happier shoppers spend more?

  • In real-time - gathering feedback from your customers straight after their interaction gives you an opportunity to jump on any issues and resolve them as best you can before they go viral. Similarly, happy customers can offer hints on how you can create more of them.

 

Get the whole team involved

Having the right team behind your product or service is the key to delivering winning customer experience. So, where do you start?

  • Collect feedback - employee NPS (eNPS) data will highlight how loyal and engaged they are. Results can be broken down by team, tenure and demographics and are easily compared. Feedback can reveal when processes aren’t working properly so you can uncover what needs to be done to create a happy team.

  • Share results - customer NPS results should be shared with all your employees. They’ll feel like they’re part of the bigger picture and will see how their efforts directly impact customer sentiment. Customer Radar was designed with frontline employees in mind, placing them at the centre of successful customer experience delivery.

 

Put that data into action

Like all data, NPS is worthless without action. What insights can you expect to identify with NPS and how can these help your business?

  • Conversion drivers - monitoring customers throughout their interactions with your business can highlight when and why they were converted. This is useful for B2B businesses where several meetings are usually needed prior to a sale.

  • Reactions to change - from website upgrades to team changes, NPS tells you how changes are received. Ideally, these changes were driven by the voice of your customers in the first place!

  • Alignment with customer expectations - are you really giving your customers what they want? Aligning with their expectations will drive loyalty and help with strategic planning. 

Above all, making sure you have the capacity to act on insights gained is what will convert NPS data into success.

Get engaged - with your customers, that is!Customers love providing feedback, but only when it’s truly heard. A voice of customer programme makes it easy for customers to have a voice, and responding to them in a genuine and personal way can instantly improve customer experience. 

  • Why engage? Show them you’re really listening and evolving your business accordingly.

  • Who should get in touch? Anyone in your business. A support team could be the first line of defence, either responding or passing an issue to a relevant team member. 

  • When to address feedback? - Negative feedback needs to be addressed as soon as possible (to avoid their sentiments spreading). Don’t forget to also respond to positive feedback where practical.

  • What to say when you can’t solve their issue? A response is better than silence - even if you can’t magic away their issue just yet.

  • How should they be contacted? A phone call is best for discussing negatives, as emotions can blow out via email. Replying on the platform they were questioned on is generally fine for other communication.

Talking to customers at the right time and in the right way will shape your business in a way that creates loyal lifelong customers. 

Find out how your business can grow with customer experience. Request a demo today with Customer Radar. 

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