{"id":5833,"date":"2020-04-06T07:12:53","date_gmt":"2020-04-06T07:12:53","guid":{"rendered":"https:\/\/www.revuze.it\/?p=5833"},"modified":"2022-11-04T10:44:58","modified_gmt":"2022-11-04T10:44:58","slug":"nps-survey","status":"publish","type":"post","link":"https:\/\/www.revuze.it\/blog\/nps-survey\/","title":{"rendered":"NPS survey: The definitive guide for Net Promoter Score Survey (2020)"},"content":{"rendered":"\r\n
Customer recommendations are powerful. No doubt about it. Consumers\u2019 word-of-mouth can make or break a brand,<\/a> attracting potentially loyal customers or making then run for the hills.<\/p>\r\n\r\n\r\n\r\n So, wouldn\u2019t you like to know if your customers will recommend your product or service? Knowing and understanding what your consumers’ think is essential to ensuring your brand\u2019s future. This is where the Net Promoter Score (NPS) survey comes in.<\/p>\r\n\r\n\r\n\r\n This blog post is your definitive guide for NPS surveys<\/span>. If you want to learn how to measure your net promoter score with online reviews click here.<\/a> We will explain what Net Promoter Score surveys are, their importance, how you can use them in your favor, and what impact the spread of COVID-19 has had on how we use and conduct NPS surveys. Developed in 2003 by Fred Reichheld<\/a>, The Net Promoter Score (NPS) is an index ranging from -100 to 100, measuring the willingness of customers to recommend a company\u2019s product or service to others. <\/p>\r\n\r\n\r\n\r\n Customers are asked a single question, for example \u2014 \u201cOn a scale of 0 to 10, how likely are you to recommend this product or service to a friend or colleague?\u201d. The answers are collected and analysed, measuring customer experience<\/a> and assessing business growth potential.<\/p>\r\n\r\n\r\n\r\n Based on their rating, customers are classified into three categories:<\/p>\r\n\r\n\r\n\r\n The Net Promoter Score (NPS) is determined by subtracting the percentage of customers who are detractors from the percentage who are promoters. What is generated is a score between -100 and 100.<\/p>\r\n\r\n\r\n\r\n An NPS survey can help you collect quantitative and qualitative feedback – depending on the type of questions you use.<\/p>\r\n\r\n\r\n\r\n Quantitative consumer feedback is the most common outcome of an NPS survey. The numeral score is generated from calculating consumers\u2019 response to the 0-10 rating question we mentioned above. <\/p>\r\n\r\n\r\n\r\n In case you are interested in collecting qualitative consumer feedback, then you might want to have some follow-up questions. Presented after the traditional rating question, these open-ended questions<\/a> allow a deeper dive into the \u201cwhy\u201d behind a customer’s rating. This is also where you can ask about customers\u2019 experience, the features they use the most, or what improvements they would like to see. <\/p>\r\n\r\n\r\n\r\n Here are some examples of these open-ended NPS survey questions:<\/p>\r\n\r\n\r\n\r\n After understanding the basics of NPS surveys, let’s talk about the best practices that will help you conduct an efficient NPS survey and get the most accurate score.<\/p>\r\n\r\n\r\n\r\n Timing is everything, even with NPS surveys. When determining the best timing and frequency for performing an NPS survey, you should consider the following 3 points – <\/p>\r\n\r\n\r\n\r\n The two most popular methods for running NPS surveys online are in-app and email.<\/p>\r\n\r\n\r\n\r\n In-product surveys often get higher response rates and more immediate feedback. Reaching consumers in context means they are still engaged and invested in their experience.<\/p>\r\n\r\n\r\n\r\n Email surveys might get a lower response rate, but are often perceived as less intrusive. They are less interruptive to people\u2019s useflow, and allow you to reach more customers, even the less active ones. <\/p>\r\n\r\n\r\n\r\n True, it is impossible to get a 100% response rate. But you should do your best to make the survey as attractive as possible. <\/p>\r\n\r\n\r\n\r\n The answer in customization.<\/p>\r\n\r\n\r\n\r\n Make the survey look and feel cohesive with your product or brand. Choose colors, fonts and text sizes to make it appear like a part of the brand. Additionally, it is vital to pay attention to the survey content itself. Make sure that the NPS survey matches your target audience, making it approachable and appealing. Call centers are one the major customer-business interaction points. These centers are often at the front line of customer service, so it is vital to make sure they are at the top of their game. Dealing with an overwhelming amount of customer feedback, many contact centers use NPS to efficiently measure and analyze customer satisfaction. A call center NPS score is a representation of the quality of service customers are receiving. So, here are some ways for you to improve customer experience and raise your call center NPS score – As the novel coronavirus (COVID-19) spreads across the world, both consumers and businesses<\/a> are forced to dramatically rethink their commercial behaviors. People are afraid and worried not only for their health, but for their jobs and saving. These financial concerns have resulted in major emotional and economical shifts and changes. So, instead of conducting surveys as usual, businesses need to show a level of sympathy and empathy to the unprecedented situation their customers face. This means that businesses should be aware of the possible impact these tumultuous times have on people\u2019s opinions and experiences, and take that into consideration when collecting and analyzing consumer feedback, including NPS surveys. Scores might change sharply, but it doesn’t mean they are invalid. It just means you need additional customer experience information and analysis in order to better understand your customers. The constantly changing global reality calls for flexibility and open mindedness – so try asking more open-ended questions or combining CSAT surveys with Social listening<\/a>. Broaden your customer feedback net so you won\u2019t lose valuable consumer insights<\/a>. NPS surveys are one of the most popular and efficient methods for measuring customer satisfaction and loyalty. It allows businesses to collect both quantitative and qualitative customer feedback, so they can better understand their consumer audience. However, the ongoing spread of COVID-19 has brought on fundamental shifts in the way businesses and consumers think and behave. These widespread emotional and economical changes force brands to rethink the ways they collect and analyze consumer feedback – The single-question survey is not enough. In order to better understand customer experience during the coronavirus crisis, businesses should aim for a wider, multi-source, approach. Collecting and analyzing data from a variety of sources, like online reviews, social media, surveys, and more, will provide brands with a much deeper, insightful, and granular customer feedback. We will explain what Net Promoter Score surveys are, their importance, how you can use them in your favor, and what impact the spread of COVID-19 has had on how we use and conduct NPS surveys.<\/p>\n","protected":false},"author":17,"featured_media":6036,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[1,6],"tags":[],"acf":[],"_links":{"self":[{"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/posts\/5833"}],"collection":[{"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/users\/17"}],"replies":[{"embeddable":true,"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/comments?post=5833"}],"version-history":[{"count":0,"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/posts\/5833\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/media\/6036"}],"wp:attachment":[{"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/media?parent=5833"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/categories?post=5833"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/tags?post=5833"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
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<\/p>\r\n\r\n\r\n\r\nWhat is an NPS survey?<\/strong>
<\/h2>\r\n\r\n\r\n\r\nNPS Survey Questions<\/strong>
<\/h2>\r\n\r\n\r\n\r\nNPS Survey Best Practices<\/strong>
<\/h2>\r\n\r\n\r\n\r\n1. Timing <\/h3>\r\n\r\n\r\n\r\n
2. Location<\/h3>\r\n\r\n\r\n\r\n
3. Customize <\/h3>\r\n\r\n\r\n\r\n
<\/p>\r\n\r\n\r\n\r\nNPS for Call Centers<\/h2>\r\n\r\n\r\n\r\n
<\/p>\r\n\r\n\r\n\r\nHow to improve your NPS for a call center<\/h2>\r\n\r\n\r\n\r\n
<\/p>\r\n\r\n\r\n\r\nNPS in time of crisis (COVID-19) <\/strong>
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<\/p>\r\n\r\n\r\n\r\nConclusion<\/strong>
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