On a scale from 0 to 10, where does your business fall when it comes to customer loyalty and happiness? By using Net Promoter Score®, you can quickly and easily survey customer loyalty and find out if your customers would be willing to put in a great word for you of their own accord…or, if they’re on the verge of writing a bad review. Let’s jump right in with Growth Tactic #80 in your 100-Day Digital Growth Plan, How Do you Score? Survey Your Customer Loyalty.
OVERVIEW–How Do You Score? Survey Your Customer Loyalty
We’re not a fan of labels, but sometimes, they’re necessary in order to help us grow. So, pull out your highlighters because it’s time to categorize your customers: Detractors, Passives, and Promoters. When you survey customer loyalty, these are the three types of customers the Net Promoter Score will help you detect. The names are pretty self-explanatory – the good, the not-so-good, and the uh-oh. It goes without saying, but Promoters are your golden ticket to repeat business and new prospects. They’re the ones who are going to recommend your service, rave about your product, and repeat their purchases. So, how do you find out how many you have? By asking one simple question…
STEP ONE: If you’re new to the concept of the Net Promoter Score, then Step One is going to feel awfully familiar. Our suggestions aren’t coming from a broken record–we promise–it’s just that reading and research are important…ALL the time. So, check out the Resources and Tools section before moving on to Step Two.
STEP TWO: Pick your tool and get your “let’s find out who’s loyal” campaign rolling. What’s that one question you’ll be asking your customers? Some variation of: “How likely are you to recommend [insert your brand name here] to a friend or colleague?” You can also follow up with a “what’s your reason” fill-in-the-blank section or other short, open-ended question.
STEP THREE: Segment your list (customers, prospects, etc.) and decide who you’re going to survey first. Some tools (see below) will even let you automate when your survey goes out – at a certain time or following a particular action. Then, employ the last resource below to discover how you can use your results to improve your product or service, and step up your customer service game. Ready? Set? Survey.
RESOURCES AND TOOLS
- SurveyMonkey (you must sign up for a free account)
- Promoter.io (varying levels at varying price points)
- How Effective Is Net Promoter Score (NPS?)
- How to Use Net Promoter Score (NPS) to Drive Growth
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