Services and Retail
Enterprise ExcellenceCustomer Excellence

NPS-score: a simple metric.. but what’s next?

Keeping track of the scores is one thing, to apply them in a way that benefits your organization, is another. With NPS, you can improve products, enhance customer experience and drive growth, but how?
Dorothée Laire

NPS or Net Promoter Score is a powerful metric that is used to gauge the loyalty of your clients to your organization. The Net Promotor Score is based on the idea that an organization can divide their clients into three categories: promotors, passives and detractors.To measure NPS, one simple question is

sufficient: “To what extent, on a scale from 0 to 10, would you recommend [service x] to your friends & family?” This question is ideally followed by an open-ended question “Why did you provide [score y]?” which gives your client the possibility to motivate his or her score and offer suggestions for improvement. Each NPS is related to a specific touchpoint within the customer journey.

NPS has become an important tool to evaluate and optimize your customer service. However, knowing the score is only the first step in increasing customer satisfaction. Driving improvements within your customer service is the ultimate goal.

A key achievement is to turn passives into promoters, and to avoid detractors as much as possible. A high NPS means that your organization has a lot of promoters: people who rate your services with a 9 or 10.  They are enthusiastic and love doing business with you. Yet, a research by Wharton School of Business shows that 83% of satisfied customers are willing to refer products and services, but only 29% of them actually do. If you are able to get your customers more engaged, by converting them into ambassadors, this will lead to more revenue and growth. Hence the rising trends towards more customer advocacy and ambassadorship programs.

Möbius is partnering with a Belgian start-up that provides a very user-friendly NPS tracking software.  With this innovative tracking software you can track the NPS of multiple touchpoints and customer journeys within your company. The software is multi-device, meaning you can gather NPS data via mail, SMS, iPad … Nice features are the simple, user-friendly and insightful dashboards and the possibility to set alerts, enabling your organization to detect negative feedback and immediately react upon it.

With the existing tooling, gathering your NPS becomes easy. But that’s only the starting point…

Keeping track of the scores is one thing, to apply them in a way that benefits your organization, is another. With NPS, you can improve products, enhance customer experience and drive growth, but how? Knowing the score clearly isn’t enough. By not interpreting the score, you miss out on the following: increased sales and revenue, insight in customer turnover, turning passive customers into promoters, and discovering which services can be further improved. Promoters and detractors need individual attention because they can offer valuable insights into your customer experience. You can get feedback from detractors and find out what they dislike about your organization or service. Promoters, on the other hand, can specify why they feel connected to your organization, and suggest desirable improvements.

Once all those NPS data come in, the following questions typically arise:

  • How do you convert passives into promotors?
  • How do you convert promotors into real ambassadors?
  • How do you respond to detractors (convert them to promotors)?
  • How do you link your data sets to become smarter (CRM data, NPS data, cash registry …)?
  • How do you implement a customer centric culture (NPS philosophy) amongst all employees?
  • How do you ensure the representativeness of your NPS data, making sure you keep measuring the right touchpoints, moments of truth?

Möbius supports you in answering these questions. We offer a project-based approach to create a flawless customer service and facilitate a customer-focused culture, which will ultimately lead to higher revenue and growth.

Thanks for reading

Contact our expert

Dorothée Laire

Share blog