In September, Groove sent their second NPS survey. In this post,they share the results, along with lessons learned and tips to get more out of your own NPS efforts.
On The Fizzle Show, they often recommend talking with customers frequently, through both in-depth one-on-one interviews, responsive and frequent email conversations, and through surveys.
But what about measuring your progress on a standard scale over time? How can you use surveys to find out if your solution is becoming more valuable to your average customer?
In this post, the team at Fizzle explore how they are using the Net Promoter Score.
Getting the responses you need is easier said than done. From the customer’s point of view, someone they pay is asking them to spend time on something that offers no immediate value. You need to flip the script by making your survey as seamless, easy, and enticing as possible. Here are the three best ways to make sure customers actually fill out your NPS survey.
Building relationships and fostering that sense of advocacy in customers relies on following up and continuing conversations. Here are some ideas for how to use NPS surveys to build stronger relationships with your customers and increase engagement, reduce churn, and strengthen retention in the long run.
One inherent flaw is its say-do gap. In order to refine NPS to be a better predictor of consumer behavior, companies must ask pointed follow-ups: “When will you make this recommendation? Let’s do this!”