5 strategies to increase your NPS (Net Promoter Score)
October 05, 2020
The NPS, or Net Promoter Score, is an indicator used to measure customer satisfaction and loyalty. It has become key in optimizing the customer experience, but how can it be improved? In this article, we will discover 5 strategies to improve your NPS.
Strategy 1: Collect and analyze feedback from your customers
If you are in the business of improving your NPS (if you're reading this article you should be), your customer feedback is a real gold mine. It is mainly through these comments that you will be able to anticipate alerts or, on the contrary, measure the effectiveness of your measures. It takes time, of course, but collecting and analyzing your customer reviews will bring you definite results. If you're short on time, there are automation solutions like Q°emotion. It is a SaaS platform that will take care of semantically and emotionally analyzing your customer comments and in order to gain insights quickly. In addition, this solution also allows you to combine customer reviews with NPS metrics. This will allow you to drastically reduce the time spent analyzing customer reviews and track your NPS within one platform.
Strategy 2: Provide a comprehensive FAQ
Another important point, the answers of your FAQ can be directly integrated into your Live Chat in order to save time on the processing of your customers' requests. It is therefore in your interest to take care of your FAQ and to make it as complete as possible. Indeed, 40% of people prefer to have access to the answer to their questions by themselves rather than through human contact. For many, finding their answers on their own would be faster and more efficient because they know exactly what they are looking for without needing to explain it. It is therefore essential to put yourself in the customer's shoes and understand all the questions that may arise and prepare the answers in your FAQ. The more complete it is, the more satisfied your customers will be!
Strategy 3: Take care of your customer service (speed of response, live chat response, etc.)
Is your product of good quality and your sales doing well? This is good news, but it is not enough! After-sales service is just as important as the quality of the product. This is why it is important to pay special attention, to make your customers feel that they are necessary that you make a point of responding to them. To do this, the speed of processing their requests is essential. It's not always easy to respond within a minute, but setting up a live chat (or chatbot) or being able to speak to customer service via social media can help reduce response time. In addition, as seen previously, it is possible to add pre-recorded answers directly from your FAQ, and in this case, if your customer has a question whose answer has already been recorded he asked for it immediately. According to a study by Statista, the use of live chat improves customer satisfaction rates in all industries.
With such a quick response, your customers will be happy with your service which increases your NPS.
Strategy 4: Segment your customers in order to implement strategies for each of them
In order to correctly target your customers and carry out specific campaigns, segmentation will help you greatly. Through your NPS surveys, you will be able to segment your customers based on their responses, either as detractors, passives, or promoters. Indeed, according to their NPS score, you can classify them as follows:
- 0 to 6 = detractors
- 6 to 8 = passives
- 9 to 10 = promoters
It is through this segmentation that you will be able to take action to primarily target your detractors and try to convert them into promoters. You can also target your promoters with a campaign to encourage them to refer friends for example.
In addition, by performing an analysis of your customer opinions as well as their emotions, it will be easier for you to identify the actions to be taken for each of your segments. This analysis will also allow you to prioritize the actions to be taken in order to be all the more effective.
Strategy 5: Monitor the effectiveness of your measures by analyzing the evolution of the NPS
Once you've measured your NPS and implemented measures to improve it, it doesn't stop there. It is over time that your customer's satisfaction will increase. It may seem obvious, but it is very important to keep track of your NPS over time. A tool like Q°emotion will also make this task easier for you. Thus, as you take action to meet the needs and questions of your customers, you will be able to monitor the impact of these on your customer reviews.
If you would like to test the Q°emotion tool, request your demo here.
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