SaaS Tattler Issue 96 - Going Beyond Net Promoter Scores
Net Promoter Score results can tell you a lot about your customers, your organization, and the relationship between the two. However, the discussion isn't about the score itself, but about what it means to your team, and what you do with it. Because there's more to NPS surveys than meets the eye, we've decided to dedicate this week's tattler to the discussion surrounding them, from their unintended psychological effects on customers to the unexpected ways in which industry leaders are using them, let's take a look at the ins and outs of Net Promoter Score results.
What if your surveys were having unintended consequences? Lincoln Murphy argues that this often happens by overlooking the psychology of surveys. It is important to bear in mind the effect the survey itself will have on those you are subjecting to it.
The reality of the situation is if they’re upset and they get to voice and otherwise re-commit to that negative belief around your product [...] we may be enabling consistency where we otherwise don’t want it to exist.
Net Promoter Score results can tell you a lot about how your customers are feeling about you, but they don’t necessarily tell you why they are feeling that way. Jennifer Winter argues that you can go beyond NPS and improve Customer Experience by combining them with user research.
Self-reported data is notoriously inaccurate, which means just because your customers say they’d recommend you, that doesn’t mean they will.
Everyone wants to know how they compare to others, and this is even more accurate when there are “grades” involved. Net Promoter Score results are no exception, how many of us have googled industry benchmarks to know how well we are doing compared to others? In this article, Andrew Todtenkpf explains why there is no “good” or “bad” NPS score, after all, aren’t we all just competing with ourselves?
Constantly strive for internal improvement on your numbers from previous months and years.
So, you got your score… now what? The most successful companies are those who take NPS data and use it, so Nichole Elizabeth DeMeré looked into the ingenious ways 4 industry leaders are using their NPS.
Think of NPS, or Net Promoter Score, like rocket fuel. If you leave it alone, it won’t do much. But when you load it into a responsive, proactive, customer-driven company: blast off.
Best of Customer Success Today:
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About the Author
Mathilde is the Manager of Digital Marketing at Amity. After moving from France to complete a degree in Political Science from McGill University, she made her way to Toronto in order to pursue her passion for Marketing and Tech.More Content by Mathilde Augustin