The net promoter score is a customer research tool in which may be used by various companies and business’s. It was introduced in 2003 and works in detractor and promoter metrics. For example, anything minus zero would be classed as a detractor whereas anything above zero would be classed as a promoter for the company and plus fifty would be excellent. But how do these companies target their customers so they can see what products and business tools are working well.
Firstly, it is wise to ask your customers a question in which is easy to answer and in which customers do not find answering a feedback question a chore to do. With the feed back ratings they all go through the net promoter score and then your business can see what it may be doing well at or maybe something you need to work at either as a company or a product. Also by using a net promoter score, employees and management teams may provide follow up calls to elaborate feedback and then they may solve specific problems in which may occur. It is said that by using the net promoter score it has used to motivate organisations to become more product and customer focused and also show how the company may have grown or developed over the year.
Although many companies who use the net promoter score metrics to rate and receive feedback from there customers have said it has been a fantastic tool to use. It has unfortunately been slated by some. In the past people have criticised by saying how can a organisation determine growth and success just through one question such as the likelihood to recommend question is said that there is no evidence that it is such a promoter question for a business over questions such as overall satisfaction and likelihood to use again. Also different organisations will have customer opinions in which can change over time such as a business like a gym or shopping experience so these sorts of companies need to think about how they will gauge their specific clients with the right net promoter score question.
Overall the net promoter score has said to work well in various organisations where employees can use the NPS to show what needs developing and what may be working well and then follow up customers by a phone call building a fantastic cliental in which they will want to use again and again and with this, business development is increased.
To find out more about your net promoter score and how it can benefit your business and business processes then Revive Management can help you.