Difficulties in using NPS
Posted: Sun Jan 19, 2025 8:26 am
The survey, simple in its essence, is good because it is a transparent and understandable metric for everyone. You quickly get feedback and can find out the reasons why customers are or are not ready to recommend you.
However, you shouldn't rely on the NPS index as your only management tool.
NPS is a reason for continuous improvements in the azerbaijan whatsapp number data company, a reason to find out the reasons, but not a reason to punish someone.
Many criticize NPS as an insufficiently thorough metric that simply provides numbers but does not allow one to assess the actual behavior and influence of buyers. Indeed, customers may say that they are more or less happy to recommend a company. However, it is not a fact that they will actually recommend it.
For a number of reasons, a recommendation from one client may be worth much more or less than a recommendation or criticism from another. But for a company, this is not a reason to divide clients into good and bad.
The metric also only measures feedback from those you're already working with, and doesn't tell you anything about your potential customers.
How to Conduct an NPS Survey and Avoid Mistakes
Typical mistakes:
They ask the wrong questions. For example, how likely are you to buy from us again, etc.
They cut the rating scale: for example, they ask to rate from 1 to 5. The calculations are incorrect.
Trying to measure NPS too late or too early. Always consider whether the time is right for your particular business to conduct NPS.
Too often they spam the same customers with surveys.
Use a color scale when designing a survey. Color affects perception and responses, increasing the proportion of allies. It is better to call by phone or offer a colorless scale.
Focusing on critics instead of trying to understand what the company is most valued for.
Nothing is done after NPS. But what the company does after the survey is more important than the fact of measuring the index.
What and how should companies do after measuring NPS
It makes sense to compare NPS scores with industry averages and your own past results.
However, you shouldn't rely on the NPS index as your only management tool.
NPS is a reason for continuous improvements in the azerbaijan whatsapp number data company, a reason to find out the reasons, but not a reason to punish someone.
Many criticize NPS as an insufficiently thorough metric that simply provides numbers but does not allow one to assess the actual behavior and influence of buyers. Indeed, customers may say that they are more or less happy to recommend a company. However, it is not a fact that they will actually recommend it.
For a number of reasons, a recommendation from one client may be worth much more or less than a recommendation or criticism from another. But for a company, this is not a reason to divide clients into good and bad.
The metric also only measures feedback from those you're already working with, and doesn't tell you anything about your potential customers.
How to Conduct an NPS Survey and Avoid Mistakes
Typical mistakes:
They ask the wrong questions. For example, how likely are you to buy from us again, etc.
They cut the rating scale: for example, they ask to rate from 1 to 5. The calculations are incorrect.
Trying to measure NPS too late or too early. Always consider whether the time is right for your particular business to conduct NPS.
Too often they spam the same customers with surveys.
Use a color scale when designing a survey. Color affects perception and responses, increasing the proportion of allies. It is better to call by phone or offer a colorless scale.
Focusing on critics instead of trying to understand what the company is most valued for.
Nothing is done after NPS. But what the company does after the survey is more important than the fact of measuring the index.
What and how should companies do after measuring NPS
It makes sense to compare NPS scores with industry averages and your own past results.