In the customer experience management domain, Net Promoter Score is a prevalent market research metric used to gain insight into the customer experience using a single survey question. This question asks the respondents to rate the likelihood of them recommending a company’s products to their family, friends, and colleagues. The NPS is a proprietary product by Fred Reichheld, whose trademark was registered in the name of Bain & Company and Satmetrix.

What is a good Net Promoter Score?

Typically, a Net Promoter Score below 0 suggests that the customer experience needs substantial improvement. On the other hand, an NPS between 0 and 30 is a safe range for businesses. However, it indicates that there is still room for betterment in terms of customer experience management. Consider it a favorable zone if you score between 30 and 70, which means more customers are happy with your products and services. Finally, if your NPS reaches over 70, you are more likely to convert referrals into new leads, generating more revenue for the company.

Today we will see several examples to understand how to fine-tune your NPS such that you can enhance your CX results manifold.

Best examples of NPS questions

NPS divides the respondents into three distinct categories:

●  Promoters – Promoters are those who score 9 or 10. These are more likely to recommend your product and services via word of mouth.

●  Passives – Customers with a score of 7 or 8 are passives. These buyers may be happy with your services, but not enough to promote them. This category often gets lured by competitive offerings from other brands.

●  Detractors – Detractors are those who answer with a score from 0 to 6. They are unhappy customers who are unlikely to return and will even dissuade others from buying.

Now, let us see how you can form a solid NPS survey questionnaire. The question-based tactic of NPS consists of two kinds of queries. The first type asks the customers to rate a particular aspect of the company, such as product, services, or customer care, on a scale of 0 to 10. The next type is a follow-up question to the first one and asks more reasons for a person’s score, among other details.

The rating question strives to evaluate the brand, product, and service, whereas the follow-up question is entirely about gaining comprehensive information concerning the customer’s feelings towards to brand. It helps businesses to improve a distinct aspect of their service.

I. Rating questions:

Here are some example questions of the rating type. Follow these examples to construct the rating question to help you assess every element of your business or product and improve customer experience.

●  On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?

●  Considering your experience with us, how likely are you to recommend us to a friend or colleague? : This question can have options such as ( Extremely likely, Somewhat likely, Neutral, Rather unlikely, Very unlikely)

● Based on your experience of using a particular product, how likely are you to recommend it to a friend or colleague?

●  How easy was it to discover the product you were finding?

●  What made you buy from us today?

●  How was your experience with our customer care?

●  Did you get referrals from any of your acquaintances to buy from us?

II. Follow-up inquiries:

Now we shall see some of the follow-up questions. These are essential questions that help you identify the areas where you need significant improvement to retain detractors or passives for longer by providing a superior customer experience.

●  What is the primary reason for your score?

●  Why would you NOT recommend us?

●  What could we have done differently to provide a better customer experience?

●  What are the things you think we should improve?

Wrapping up

Research by PwC revealed that around 60% of CX leaders earn more returns from customer experience initiatives than other companies. To achieve finesse with your CX initiatives, first you can reach out to free customer experience consulting services by Staffino. Professional platforms like Staffino.com can help you measure, analyze and improve your Net Promoter Score. You will be able to segment your customers, identify dissatisfied customers and win them back. This way, with useful insights, you will be able to improve customer experience considerably.