Net Promoter Score | 1 Question for Customer Satisfaction Survey (NPS)

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Net Promoter Score | 1 Question for Customer Satisfaction Survey (NPS)

Are your customers satisfied? 

Well, the question is not on board with flight MH370, so we have an answer. When we really like a book or a music album, we are very likely to recommend it to our friends and family. Similarly, to know if the customer is satisfied or likes your product/service, you can measure it on,

How likely they are ready to recommend it. This can be done through Net Promoter Score.

What is Net Promoter Score?

Net promoter score  is an index that measures the readiness of customers to recommend a product or service to their family and friends.

The Net Promoter Score is set on by subtracting the percentage of customers who are critics from the percentage who are supporters. It is used as a surrogate for the customer satisfaction survey with a company and checking the customer’s loyality to it. It can be done on a scale from 0 to 10. 

For Example: How likely are you ready to recommend Learn Transformation to a friend or colleague? (We hope extremely likely.)

The final NPS responses can be subdivided as:

  • 0-6 – Detractors/critics customers
  • 7-8 – Neutral customers
  • 9-10 – Promoters

Handpicked for our Leaders: What exactly is Digital Transformation in 21st Century?

How to set up the Net Promoter Score survey?

You could use survey software or Net Promoter Score software to get a detailed view of your customers’ feedback. The ways to conduct the Net Promoter Score survey bifurcates to two roads: 

    1. An on-site survey that shows up directly on the website.
    2. NPS survey that you can share with your customers via their registered email.

You can walk on any of these roads following the given steps:

  • Add a short but informative description to help your customers understand what you need to know and why are you asking the question. For Example: Learn transformation is here for you and respects your opinion. Customer’s feedback and satisfaction are the bedrocks for changes within our website, etc.

Note: It is better that for taking feedback you use symbols, emojis, scale in a MCQ form for quick responses without wasting the time of the customer or he will prefer to skip answering the questions.

  • Add your thank you note for the customer for giving their precious time.
  • You can also add another question for customers, who would like to elaborate their response in the form of text. 

Conducting customer satisfaction survey would not end the job. The success of the company revolves around the experiences, satisfaction and needs of the customers as they are the ones who can make the company rise or fall. You might get an amalgamation of varied responses. The company should then work upon ‘why’ some customers are satisfied while others aren’t. It needs to dig in the contributing and essential factor that is loved by both detractors and promoters and remove the faults. 

The Net promoter score response would keep changing from time to time; the company should conduct annual or half-yearly surveys to predict customer satisfaction.

The follow-up questions after Net promoter score

  • Questions to know the efficiency of product or service.
  1. How often is the product useful to you?
  2. Is the product providing you the service the way you wanted?
  3. What is your favorite part or function of the product?
  4. There can be a scale that measures a customer’s response from unsatisfied to satisfied ranging from “very unsatisfied” to “very satisfied.”

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  • Questions to know the fault in the product.
  1. What complication would you like to solve with our product?
  2. If you could transit just one thing about our product/service, what would it be?
  3. How easy is it to steer through our website?
  4. Compared to our competitors, our product standard is better, worse or same?
  5. What would you improve/change in our service if you could?

While asking for a feedback they should be extremely polite and they can start with phrases like, ‘you are important for us, we value your opinion, we are here for you, thank you for supporting all this time, etc.’

You can depart with, ‘In the future, would you like to take this survey again?  Or Thank you for your time/ patience, can we reach you if we are planning to make any change to know your views?’

Customer success and customer satisfaction, customer needs should be the company’s tricolor.  

Handpicked for our Leaders: What exactly is Digital Transformation in 21st Century?

Conclusion

For customer satisfaction, the company should keep checking on their needs and always ask for a feedback to improve. It can be done through surveys like NPS.

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