Once you´ve calculated your NPS and analyzed your results, the next big question is: How can you use this information to get more satisfied customers and improve your NPS? Here are 5 practical strategies to help you improve your NPS.
The Net Promoter System encourages businesses to continually engage with customers and delve deeper into the reasons behind their ratings. Use methods like direct interviews or follow-up emails to collect more feedback and become more customer-centric. Start small and act quickly when negative ratings (0-6) appear. Assign someone from management or customer service to address the issue directly, take complaints seriously, and work to improve the situation (or explain the reasons if it´s not possible). This is a crucial step in repairing customer relationships.
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Register nowEnsure that every leader understands that acquiring as many promoters as possible is a business goal. Make sure everyone in the company is aware of this vision. Clearly explain what a good NPS is, how it´s calculated, and how it can be integrated into your company´s annual assessments. Instead of focusing solely on revenue or profit, consider incentivizing your teams based on NPS scores and feedback (practical tips can be found in this NPS case study).
Fred Reichheld, the creator of NPS, calls these meetings ´huddles.´ These short, interactive sessions help maintain everyone’s commitment to delivering an excellent customer experience. They provide teams with a forum to discuss challenging customer situations and develop solutions. Open feedback from NPS surveys can highlight areas where employees and departments can improve. Use this feedback as a guide for training employees to enhance customer experience and foster customer loyalty.
In your NPS analysis, you may notice patterns when comparing feedback from promoters and detractors. For instance, you might find that one team or department has a high number of detractors, while another has an excellent NPS. In such cases, conduct a thorough root cause analysis to identify whether the customer service department, the product line they manage, or something else entirely is causing the negative experiences. This prepares you for the final step:
You don’t want to overhaul your entire website or product after a few complaints. But if the detractors feedback points to a structural issue, take action and make meaningful changes to products, policies, and communication. By tracking NPS and comparing ratings and feedback before and after the change, you can determine if the change was successful. If you see improvement, great—you’ve gained more promoters! If not, continue gathering customer feedback, collect data, and start the process again to see how you can further improve the customer experience over time.