Many companies run NPS in an attempt to truly understand their customers and monitor performance. The better your programme, the more value you get.
But wouldn’t you just like to do it right? Get the most out of it? In the years that we’ve been helping companies getting the most out their NPS programme, we’ve come across a number of ways they’ve been doing it wrong. And thus not getting the right value out of it.
We’d like to share with you the three main reasons why companies don’t get the most out of their NPS efforts, as our sharing may help you optimise your own programme!
Survey frenzie often kicks in when setting up an NPS programme. What starts as ‘yes, let’s just focus on the two NPS questions’ to find out about our customers’ experience with our company, often results in: ‘but we should ask A, B and C too’. Other departments within the company make the resulting surveys even longer, because they would like to know things relevant to their specific work as well.
We see three things causing this:
That’s fine if you want to get an overall score for your brand. However, NPS is a much more powerful tool! It should be integrated with your key moments in the customer’s journey, be it a purchase, a call to your support center, a visit from one of your reps, … . It allows for continuous monitoring of the performance of your staff, stores, marketing, product innovation, … .
NPS allows for a continuous finger on the pulse. And with advanced analytics from the open feedback, there’s no stopping you to become ultra performing and be customer-centric. It’s a win-win situation for both your company and the customer. The only way is up!
It’s a missed opportunity not to engage individually with your customers after they went through all of the trouble of giving you their honest feedback. There are a few ways to actionably include the feedback in your programme to get more value:
Ask yourself these 3 questions:
1) Am I asking too many questions?
2) Are you running it just once in so many months or years?
3) Are you focusing too heavily on the scores and ignoring your actual customer?
If you say yes to either of these questions, you know that you can get a lot more value from your NPS programme!