How to Use Net Promoter Score Surveys to Boost Customer Success Related Articles How to Calculate... Net Promoter Score 16 Ways to Improve Your Net Promoter Score (NPS) What is a Customer Satisfaction Score (and How to Calculate CSAT) What Is Net Promoter Score (NPS)? 1,164 Filed under - Industry Insights, Natterbox In 2003, Frederick F. Reichheld’s article in the Harvard Business Review called “The One Number You Need to Grow” laid the groundwork for the metric that was to become Net Promoter Score (NPS), a key metric for any company looking to improve customer success. In essence, NPS is one simple question which measures customer experience and business growth potential. The question is: “How likely are you to recommend us to a friend or colleague?” The answer is based on a scale of 0-10, and any score below 7 is considered an unhappy customer (detractor), while answers of 9 or 10 are considered champions for your business (promoters). A score of 7 or 8 would be labelled passive. You take the percentage of detractors and subtract it from the percentage of promoters to get your score. Use this calculation to get your score. As a Customer Success Director, this truly is the one question to rule them all, because if there is one factor that you have to get right in your role, it’s to make sure you keep your customers. Optimally, you’d want to grow their business with you as well. While there are other ways to identify at-risk accounts, you still want to collect feedback from your customer just after they have engaged with you, for example after a website visit, a purchase or in this case, a customer service enquiry. With Natterbox, you, as a Customer Success Director, can customise your post-call survey to ensure you capture the metrics that are important to you, for example NPS. Natterbox objects are populated to Salesforce. This means that your customers’ post-call survey scores are stored as records in Salesforce and can be used in reports and on dashboards and can be viewed directly in accounts. Calls can also be stored against the record, enabling you to investigate any reasons why a customer might have responded negatively to the post-call survey. Being able to match NPS score to company and contact person will help you segment different NPS scores to sectors, companies and users – and this can be valuable for you to investigate to discover areas where your company or your processes might have weaknesses. You might also be able to see connections between NPS scores and different types of products, something that’s key when managing customer success. Author: Robyn Coppell Published On: 16th May 2018 - Last modified: 14th Nov 2018 Read more about - Industry Insights, Natterbox Recommended Articles How to Calculate... Net Promoter Score 16 Ways to Improve Your Net Promoter Score (NPS) What is a Customer Satisfaction Score (and How to Calculate CSAT) What Is Net Promoter Score (NPS)? Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter Related Articles How to Calculate... Net Promoter Score 16 Ways to Improve Your Net Promoter Score (NPS) What is a Customer Satisfaction Score (and How to Calculate CSAT) What Is Net Promoter Score (NPS)? Editor's Pick Tackle the 3 A’s – Absence, Agent Burnout, and Attrition 10 Ways to Be More Customer Centric 21 Tips to Make Your Customers Feel Truly Valued Top 10 Use Cases for Speech Analytics Latest Resources Report: The Inner Circle Guide to AI-Enabled Agent Assistance SPARK Matrix: Speech Analytics, Q1 2024 Report Upcoming Events Project Voice Annual Conference Mon 22 Apr 2024 2024 Customer Strategy & Planning Conference Tue 23 Apr 2024 Latest Insights Three Bold Predictions for the Future of Customer Interactions in Contact Centres Now is the Time to Adapt and Embrace AI Featured Articles The Key Elements of a CX Lifecycle and Ways to Improve It 21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service What is Attrition Rate and How to Calculate It The Top 10 Call-Closing Statement Examples Popular Pages The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day The Top 50 Words to Describe Yourself on Your CV in 2024 Contact Centre Dashboard Excel Template Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?