In companies that use NPS, there has been a tendency to focus on the score. To fuss about the score, incessantly, and to pay no attention to anything but the score.
In recent years, a lot of NPS aficionados have come to speak about the Net Promoter System, as opposed to the Net Promoter Score. The focus is to make your company aware of what your customers and stakeholders experience, and try to improve on that continuously.
You might fuss about whether or not the Net Promoter Score is the ideal KPI for you or not, and you might lose yourself (as many have) in discussions about NPS in comparison with other measurements. And in the mean time, you might forget to actually measure, and act according to what your measurements indicate.
Can we agree on one thing here? It’s far better to measure something, than to measure nothing.
As Peter Drucker had it:
“You cannot manage what you cannot measure.“
It's better to start seeing some things, than to blindly stumble on. By getting insights on your customer’s experience, whatever these insights may be, and however slight they may be as you start out, you will be motivated to:
How to motivate teams to focus on the drivers of the score
But whatever you do, it’s always far more rewarding to focus on the drivers of your score than to focus on just your score. Every little thing that you can actually do to influence the score will undoubtedly prove worth your while. And you’ll be motivated far more by fast results, than by just staring at your score.
It’s the same thing for teams. Human beings are driven by actions, and that is how they achieve results. When setting goals for your team, make activities their goals. Not just a score. The goal of your team is to actually do things. The right things. The results will follow.
The real question behind NPS
And so, that means the real question behind a successful Net Promoter Systems boils down to: what kind of activities can you choose as a goal for you team members, if influencing the Net Promoter Score is the outcome you are looking for?
Well, there’s really 2 fundamental ways of looking at this:
Don’t let your team members figure out what this is by themselves. Remember, we’re al biased. Every one of us will interpret the Voice of the Customer to show precisely what we felt was important all along. We cannot listen and forget what is ringing in our ears already. So make sure that you have some objectivating system in place.
That's easier said than done, we know that. That's also why the Hello Customer platform has an in-built text analysis software. It reveals, automatically and objectively, what your customers are saying. So that you can focus on what you and your team can do to make more Promoters among them.