The NPS is calculated based on responses to a single question: How likely is it that you would recommend our company/product/service to a friend or colleague? The scoring for this answer is most based on a 0 to 10 scale. The ones who respond with a score of 9 to 10 are called “Promoters”. Others who respond with a score of 0 to 6 are labeled “Detractors”. Apart from these, the responses of 7 and 8 are labeled “Passives”. Now, every business needs a good amount of promoters so as to inflate their profits and this can be done using the following strategies:
Word of mouth marketing:
As a matter of fact, great customer service leads to satisfied customers who are likely to share their positive experience with their family, friends and other contacts. They can eventually help grow a company’s reputation and improve their NPS through word-of-mouth promotion.
Involve other departments:
In order to improve the NPS, it is important for a business to involve departments such as sales and marketing to work towards it. This strategy involves encouraging the sales team to think about ways to improve communication with potential customers. Similarly, the marketing team can work out various ways to get customers more excited about a company’s business.
Ask for consumer preferences:
Working according to the customers’ preferences is yet another way of improving the NPS. When customers are asked how they would like to be surveyed, it increases the volume of responses. Using this strategy, customers can respond to the surveys according to their convenience, so, it actually makes them more willing to contribute.
Businesses can consider holding contests or asking questions to increase engagement. They can come up with creative ways so as to incentivize customers to share their positive experiences. This is a great way to make the customers feel valued and keep them engaged.
Source: Live Chat Agent