Want to know what your customers really think? Use NPS

Net Promoter Score (NPS) is a benchmark used to measure customer loyalty and satisfaction from an interaction with your business.

It asks customers not to score the business, but rather to rate their likelihood to recommend the business to a friend. It is calculated based on responses to a single question: ‘How likely would you be to recommend us to a friend?’

Respondents rate on a 1-10 scale and by doing so self-select as:

  • Promoters’ (giving a 9 or 10 score), 
  • Passives’ (giving a 7 or 8 score) 
  • Detractors’ (giving a 0 to 6 score). 

In TalkBox, you can automatically send a communication that includes an NPS feedback survey after a customer has had an interaction with your business. The most obvious times are:

  • After a purchase or a visit
  • After a milestone visit. 
  • At regular intervals such as every 6 months. 
  • After the release of a new menu, new product or change of management.

NPS provides invaluable insights on how the perception of your business is tracking. 

Customers also have the option to add a comment after submitting their score giving you further information about a customer’s attitude towards your business.

Based on their score it’s a good idea to send a follow-up communication: 

  • Promoters – Direct them to leave a review of your business on your preferred platform.
  • Passives – Ask what could be improved and nothing says we care like a voucher to get a second chance.
  • Detractors –  or email a voucher or discount code to be used if they return for another visit.  You may also want to follow up directly with a phone call.

Want to know more about NPS and how it can work for your business? Get in touch today.

Kate Brook
Author: Kate Brook