How NPS Calculation Helps Business

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NPS does not provide concrete answers
The NPS indicator itself and the assessment in the form of a number from clients who are ready to recommend your services or even do not intend to do so, does not give a complete picture and does not allow you to find out the answers to key business topics:

why the assessment is good or, conversely, bad;
what exactly are the errors and how to fix them;
how to increase customer loyalty;
what solutions will allow you to change the product or service for the better.
How to fix: To make the study more useful and detailed, such a survey can be improved. For example, add a special field to the survey so that a person can leave a comment when answering an open-ended question: Please write the reason why you gave this rating?


Or, when preparing the survey, formulate separate clarifying questions for each group of clients in advance. For example, critics who gave up to 6 points should be asked: what downsides did you notice and how could we fix them? Neutrals, for example, can be asked how the service can be improved so that they can definitely recommend the company. Information from promoters helps to understand your strengths.

Or companies can add options to the survey and ask users to select answers on where improvements are needed.

NPS can be biased
To measure the index, there must be a large sample. Even though this is a short survey india phone number list method, some percentage of customers will not want to take it.

How to fix : Before conducting a survey and measuring the loyalty index, think about how to stimulate buyers. For example, offer them some bonuses or a promo code for a discount.

NPS can change quickly
The index may change in a month. This indicator is an unstable metric. It may be influenced by human factors, including a person's mood or the wrong moment when he opened the survey.

How to fix : It is important to take this instability into account and conduct a survey regularly. To track changes, you should survey customers, depending on the line of business, on average once a month or once a quarter. This is the only way to understand the actual level of NPS.

Let's look at how measuring customer satisfaction affects brand growth and development and how to use the assessment to benefit your business.

Customer retention
With the help of the survey, you segment your customers. You see how many customers are ready to promote your product and which of them are dissatisfied with the service. Now you can develop different strategies to retain customers and prevent their churn.

Retention strategies have a positive impact on the company's budget. To attract new customers, a business spends much more resources and funds than to retain them.