How To Drive Your Net Promoter Score With These 5 Steps
The Net Promoter Score is a measure of customer loyalty based on the answer to a single question: “How likely are you to recommend this business to a friend or colleague?”
The result is an index from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others.
Scores from 0 to 6 are called “Detractors,” who are much less likely to purchase again and could harm the company’s reputation through complaints. Answers in the 7-8 range are called “Passives,” who could easily switch due to lower prices or other transactional factors. The highest scores of 9-10 are “Promoters.” They are more likely to be repeat buyers and enthusiastically recommend your products or services.
To calculate the NPS the percentage of customers who answer 6 or lower (Detractors) is subtracted from the percentage that responds with a 9 to 10 (Promoters). NPS can range from -100 to +100. A negative score means everyone is a Detractor of the service, while a positive score indicates everyone is a Promoter. An NPS higher than 0 is considered good; higher than 50 is considered excellent.
Since it was launched in 2003 by Bain & Company, many successful companies have come to rely on NPS as an indicator of business health. Companies use the NPS as a target to motivate employees to provide the best customer service possible. The goal is to convert customers who rated the company low on the scale into promoters who will promote the company organically, leading to increased revenues.
In the age of instant reviews and social media outrage, companies have come to value customer service as a competitive differentiator. The NPS provides a foundation for building deeper customer relationships through a transformational service experience.
We’re seeing more companies turning to contact center outsourcing to improve their NPS. At TDS Global, our training, performance management and policies are designed to move more of your customers into the Promoter category.
Empathy: We train call center agents to use active listening techniques, allow customers to speak and be heard. Understanding their real needs and solving their issue is more highly valued than merely following the script. Customers want to engage with real people.
Assessment: As part of the active listening approach, find out what is most important to the customer and make every effort to complete a solution with a single call. We train
agents to use their judgment, within brand guidelines, to gain the customer’s confidence and satisfaction.
Resolution: The ideal solution involves low effort from the customer. People usually just want to have their problem solved. Build in policies for escalation and offers available to make the customer happy in stressful situations.
Follow Through: Make sure the customer is satisfied before the call ends by summarizing actions taken and what, if any, next steps there will be. Exceed expectations evenly slightly and customers will be satisfied.
Delight: Interaction with the agent should transform the customer’s experience from one of frustration or disappointment to a feeling of delight. Agents should have the latitude to deliver the “Wow” factor that leads people to share their experiences with friends and family.
To improve your NPS, work with a call center outsourcing provider that understands what it takes to delight your customers. TSD Global can streamline your customer service functions in a cost-effective and efficient way that turns customers into your biggest marketing asset.