You’re probably familiar with the concept of net promoter score (NPS) — a powerful, yet simple metric for measuring customer loyalty. Despite its straightforward nature, collecting accurate and meaningful NPS feedback can pose challenges. Teams can struggle with low response rates and biased feedback, which can skew results and hinder meaningful action. Luckily, there are tried and tested best practices that you can implement to overcome these challenges, ensuring you get the most out of your NPS surveys. Whether you're looking to boost response rates, increase scores, or capture more genuine feedback, these strategies will set you on the right path.
Net promoter score is a widely-used metric that measures customer loyalty by asking one simple, but powerful question: "How likely are you to recommend our product or service to a friend or colleague?" An NPS survey is designed to gauge this likelihood, helping businesses understand their customers' sentiments in a clear, quantifiable way.
The results from an NPS survey categorize customers into three groups:Â
By identifying these groups, NPS surveys provide invaluable insights that can guide your customer experience strategies, driving growth and improving customer satisfaction.
Following the key question ("How likely are you to recommend our product or service to a friend or colleague?), a well-structured NPS survey includes an open-ended follow-up, such as: “What is the primary reason for your score?” This question invites customers to provide qualitative feedback, offering deeper insights into their experiences and the factors driving their ratings. The responses here are invaluable for understanding the 'why' behind the score and uncovering specific areas for improvement or celebration.
To gain even more context, you can include additional optional questions focused on specific aspects of your product or service. For example, you might ask about satisfaction with particular features, ease of use, or customer support. These questions can help you pinpoint exactly where your strengths and weaknesses lie, making it easier to prioritize initiatives that will have the greatest impact on customer loyalty. While further context is valuable, remember not to ask too many questions, as the longer your survey, the less likely your customers will engage.Â
NPS surveys can be distributed through various channels, such as email, SMS, in-app pop-ups, or web links. Each method has its advantages, depending on your customer base and the context in which they interact with your brand. For instance, email surveys are ideal for post-purchase feedback, while in-app pop-ups can capture insights from active users in real-time.
To streamline the process and ensure consistent, high-quality feedback, brands with the best experiences leverage CX platforms. These platforms automate survey distribution, personalize survey content based on customer segments, and provide real-time analysis of the feedback. This automation not only saves time but also enhances the relevance and effectiveness of your NPS surveys, leading to better response rates and more actionable insights.
Calculating your NPS score is straightforward and involves a few simple steps:
1. Categorize respondents: After collecting survey responses, categorize them based on their score:
2. Calculate the percentages: Determine the percentage of respondents who fall into each category. For example, if you surveyed 100 customers and 50 of them are Promoters, 30 are Passives, and 20 are Detractors, your percentages would be:
3. Apply the NPS formula: The NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters:
This means your NPS score would be 30, indicating a relatively positive level of customer loyalty, but with room for improvement, especially among Detractors.
Implementing the following best practices will help you maximize your NPS survey's effectiveness. These tried and tested techniques are essential for any business looking to elevate their customer feedback strategy.
Timing is crucial when it comes to NPS surveys. Sending your survey at the right moment — such as shortly after a purchase or a customer interaction — can significantly increase response rates. The key is to reach out when the experience is still fresh in the customer's mind, leading to more accurate and relevant feedback.
Sending NPS surveys too often can overwhelm customers, while infrequent surveys may not capture the full customer experience. Finding the right balance for your customers is essential.Â
Brevity is the key to an effective NPS survey. Customers are more likely to complete a survey that takes only a few minutes. Focus on the essential questions, like the NPS score and an open-ended follow-up, to respect your customers’ time while still gathering valuable feedback.
A personalized touch can make a big difference in response rates. Address customers by their name and reference their recent interactions with your brand. Personalization shows that you value their opinion and increases the likelihood they will engage with the survey.
Avoid jargon and complex language in your NPS surveys. Clear, straightforward questions are easier for customers to understand, which can lead to more accurate responses. Simplicity also makes the survey feel more approachable, encouraging higher participation rates.
Not all customers prefer the same communication channels. Offering multiple ways to respond — such as email, SMS, in-app, or web links — ensures you can reach customers where they’re most comfortable, increasing the chances they’ll provide feedback.
With more customers accessing content on mobile devices, it’s crucial to ensure your NPS surveys are mobile-friendly. A responsive design that works well on smartphones and tablets can help capture feedback from on-the-go customers, boosting overall response rates.
Incentives can motivate customers to complete your survey. Whether it’s a discount, entry into a prize draw, or loyalty points, a small reward can go a long way in encouraging participation without compromising the integrity of the feedback.
An NPS survey is only as valuable as the actions it prompts. Following up on the feedback you receive, whether it’s thanking a Promoter or addressing a Detractor’s concerns, demonstrates that you’re listening and value your customers’ input.Â
Segmenting your customers based on demographics, purchase behavior, or other factors allows for more targeted NPS surveys. Tailoring your approach to different segments can lead to more relevant insights and help you address specific needs within each group.Â
Consistency is key in gathering useful NPS data, and automation can help ensure your surveys are sent out regularly and at the optimal times. Use CX software to automate the sending and follow-up processes, maintaining a steady flow of feedback. Â
Experimenting with different days of the week and times of day can reveal the optimal moments to send your NPS surveys. A/B testing these variables can help you discover when your customers are most likely to respond, leading to better engagement.
Keeping your NPS survey scale consistent — always asking customers to rate on a scale of 0-10 — ensures that your results are comparable over time. Consistency also makes it easier for customers to understand and engage with your survey.
Always include a thank you message at the end of your NPS survey. A simple expression of gratitude goes a long way in making customers feel valued and appreciated, and it can encourage them to participate in future surveys.
While the NPS score itself is valuable, the deeper insights often come from open-ended responses. Analyzing these comments can reveal the underlying reasons behind the scores. AI tools can help process and categorize this feedback quickly and at scale.Â
Understanding how your NPS compares to others in your industry can provide valuable context for your scores. Benchmarking helps you set realistic goals and identify areas where you might need to improve.Â
Before collecting NPS data, it’s important to set clear, measurable goals. Whether it’s improving net promoter score overall or reducing the number of Detractors, having specific targets helps guide your customer experience strategy and measure success.
Educating your team on the significance of NPS ensures they understand its value and are motivated to contribute to improving it. Consider using gamification to make the process engaging. Your whole team should be aligned on your NPS goals, from the boardroom to the staff interacting with customers every day.Â
Transparency is key to fostering a customer-centric culture. Regularly share NPS results with your team to keep everyone informed and aligned on customer feedback. This practice helps ensure that everyone is working towards the same goals.
Presenting NPS data through visual dashboards makes it easier to interpret and act upon. CX platforms can help by providing intuitive visual reports that highlight trends and areas for improvement.Â
While NPS is a powerful tool, it’s even more effective when combined with other metrics like customer satisfaction (CSAT) and customer effort score (CES). This holistic approach gives a fuller picture of the customer experience.Â
Survey bias can distort your NPS results, leading to inaccurate insights. It’s important to design your survey to minimize bias and ensure that you’re getting genuine feedback. Suppose you only send your NPS survey to customers who have interacted with your support team after resolving an issue. This could lead to a bias in the results, as these customers may have heightened emotions — either positive or negative — related to their recent experience.
Your NPS process should be dynamic, constantly evolving based on the feedback you receive. Regularly reviewing and adjusting your survey strategies ensures that you continue to gather the most relevant and actionable insights.
Incorporating conditional logic in your NPS surveys allows you to ask follow-up questions based on the customer’s initial response. This approach helps in gathering more detailed feedback without overwhelming the respondent with too many questions.
Monitoring your NPS score over time helps you understand trends and the long-term impact of your customer experience initiatives. Regular tracking allows you to see if the changes you’re making are driving the desired improvements.
Sometimes customers are more honest when their feedback is anonymous. If you suspect that your customers might hold back in fear of repercussions, consider offering the option to submit feedback anonymously to encourage more candid responses.
Show customers that their feedback matters by communicating the changes you’ve made based on their input. This transparency can increase trust and make customers more likely to engage with future surveys.
Before sending out your NPS survey to your entire customer base, consider running a pre-test with a small group. This test can help identify any issues or confusing questions, allowing you to make adjustments before the full rollout.
The tone of your survey can influence how customers respond. A friendly, conversational tone can make the survey experience more pleasant and increase the likelihood that customers will provide thoughtful feedback.
To simplify the survey creation process and ensure you're asking the right questions, consider using an NPS survey template. AskNicely offers a free template that incorporates best practices for gathering customer feedback.Â
NPS surveys offer a range of advantages that make them a powerful tool for any business looking to improve customer experience and drive growth. Below are some of the top benefits of implementing NPS surveys in your organization:
NPS surveys are straightforward, consisting of just a single key question followed by an optional open-ended one. This simplicity makes it easy for customers to provide feedback quickly, which contributes to higher response rates. The scoring system is intuitive, allowing for clear categorization of respondents as Promoters, Passives, or Detractors.
One of the most significant advantages of NPS surveys is the actionable insights they provide. By identifying what drives customer loyalty and dissatisfaction, businesses can make targeted improvements that have a direct impact on customer satisfaction and retention. The open-ended follow-up question is particularly valuable, as it captures qualitative feedback that reveals the "why" behind the score.
NPS allows businesses to benchmark their performance against industry standards and competitors. This benchmarking provides a clear picture of where your company stands and highlights areas for improvement. Regularly comparing your NPS with others in your industry can help you stay competitive and identify opportunities for growth.
NPS is a strong predictor of customer loyalty and future growth. A higher NPS score is often correlated with increased customer retention, repeat business, and positive word-of-mouth. By regularly measuring NPS, businesses can gauge the effectiveness of their customer experience efforts and predict future performance.
Engaging customers through NPS surveys shows that you value their opinions and are committed to improving their experience. This engagement not only strengthens the customer relationship but also encourages more open and honest feedback. Over time, customers become more invested in your brand and more likely to advocate for it.
NPS surveys help align your organization around the customer. By sharing NPS results across teams, you ensure that everyone is working towards the same goals and focused on enhancing the customer experience. This alignment can lead to more cohesive and effective customer-centric strategies.
NPS surveys are a cost-effective way to gather valuable customer feedback. They require minimal resources to implement and can be automated through CX platforms, making them an efficient tool for continuous improvement. To understand the financial impact of customer experience initiatives, check out the ROI of CX Model.
AskNicely is an intuitive platform designed to simplify the process of collecting, analyzing, and acting on customer feedback. Here’s how AskNicely’s features can help you optimize your NPS program:
Discover how industry leaders have transformed their customer experience with AskNicely. Check out our customer stories here.
