You can use NPS surveys to gauge your customers’ loyalty and the potential for referrals. Typically, customers are classified as promoters (score 9-10) or passives (7-8), or detractors (0-6).
Getting Started
NPS is one of the most popular customer satisfaction metrics used in the industry. It helps you discover how likely your customers are to recommend you, directly indicating customer loyalty. Loyalty is essential for customers to continue to do business with you and spend more on your products.
Getting started with an NPS survey is easy with several tools on the market. Delighted is an easy-to-use platform that allows you to create an NPS question with a form and distribute it via SMS, email, website link, or a survey widget. The tool also includes a dashboard that displays the results of your NPS survey and helps you analyze your results.
The most common NPS survey question is asking customers how likely they are to recommend you, your product, or service to friends and family. It is usually followed by a second question that seeks their reasoning behind the score and is commonly an open-ended question allowing for free comments.
Analyzing Data
The NPS methodology is based on asking respondents to rate their loyalty to your brand. It’s one of the most popular customer experience measurement tools because it can help you identify which parts of your business deliver exceptional experiences and which need improvement.
A good NPS survey tools should let you easily segment your survey takers into promoters, passives, and detractors, making it easy to spot positive trends and understand your most immense opportunities. It should also calculate your NPS score automatically and give you presentation-ready charts that make it easy to compare your results over time.
Using NPS software with a multilingual survey option allows you to reach customers in their native language. Userpilot, for example, offers a multichannel NPS survey tool that lets you create and send surveys via email, web, mobile app, or link. With this, you can get more customer responses and maximize the value of your NPS data.
Another NPS survey tool that is multilingual is Zonka Feedback. Its NPS questionnaire design tool is easy to use and supports up to 14 different question types, including open-ended and Likert scale questions. Its analytics feature lets you drill down into individual responses with text and sentiment analysis. It also supports NPS benchmarking, so you can see how your company stacks up to the competition.
Analyzing Trends
NPS is more than a vanity metric to get a real insight into customer loyalty and growth, and it’s essential to analyze the results of your surveys and understand why customers feel the way they do. Using the right NPS survey tool, you can identify key trends in your data and close the loop with detractors to reduce customer churn.
NPS survey tools should allow you to segment your respondents into promoters, passives, and detractors based on their responses. You should also be able to compare your NPS scores over time and identify trends to help you grow your business.
Some of the best NPS survey tools provide an analytics dashboard for your data to see key trends and performance indicators at a glance. Other features to look for include creating in-app experiences based on NPS feedback, tagging qualitative feedback responses for analysis, and more.
Lastly, you want to be able to export your NPS data and integrate it into your other marketing and sales tools. Some of the best NPS survey tools offer integrations with CRM platforms, so you can automatically send a follow-up survey to a detractor or create a case in your CRM for a customer who gave a negative score.
Taking Action
NPS surveys are a critical part of your customer experience strategy. They can help you identify at-risk customers and proactively reduce churn. They also reveal how many of your customers are likely to recommend you based on their score (a promoter is a highly likely customer to buy from you again, while a passive is a more neutral customer).
NPS survey tools allow you to collect feedback and analyze results to find out what drives loyalty and what doesn’t. A good tool should let you segment your respondents into three categories: promoters, passives, and detractors. It should also provide a visual dashboard to see the survey results over time and spot trends.
Many tools can help you create NPS surveys and collect feedback, but choosing the right one for your business is essential. Look for software that enables you to customize your NPS survey questions and offers other customer satisfaction survey options, such as CSAT and CES.
A popular NPS survey tool that features a comprehensive set of NPS metrics. It lets you track NPS, NPS drivers, and other customer loyalty indicators and compare your NPS with industry peers. Its omnichannel platform allows you to interact with your audience via email, SMS, mobile in-app feedback, social media, chat, and more. It can automatically trigger surveys based on specific events and customer journey touchpoints.
