How to Analyze Net Promoter Score?

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An Elaborative Guide
NET PROMOTER SCORE
TRACK NPS FOR YOUR BUSINESS
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Net Promoter Score is an important metric to
evaluate the growth of your business.
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NET
PROMOTER SCORE
You must run an NPS survey to gather sound
feedback from customers in the form of website
pop-ups.
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You need to look at NPS results to give a boost
to your business growth.
Analyze The Results
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TRACK NPS
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NET PROMOTER SCORE CALCULATION Evaluate the
growth of your business
What is a net promoter system The net promoter
system is a complete open-source that helps you
look into the blocks you are getting in the
results and how you can use them to get
sustainable results.
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READ THE NPS RESULTS
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Below are the ways
Keep track of performance over time
Focus on the results of follow-up questions
INTROSPECT THE SEGMENTS irst, create different
segments of customers based on their age-group,
preferences, gender, loyal customers, and so on.
It is a fact that a single NPS survey will never
get satisfactory results. You have to keep a
record of the ups and downs you are receiving
in the responses. If you get good responses in
one survey, you can keep it as a benchmark and
look at other survey results.
If you are going just with the surveys numeric
scores, it wont help you much with improving
your services. You have to focus on the
qualitative questions responses as to why
customers give you a specific score and the
reason behind it.
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ASK FOLLOW-UP QUESTIONS
The standard question for the net promoter score
is not merely limited to the numeric score you
get, but you get to know your customer at a
deeper level.
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HOW TO GET A HIGHER NPS SCORE
TRAIN THE EMPLOYEES ake the users concerns
seriously and assign your employees to put up
with great efforts to satisfy the customer. If
they have legitimate concerns make sure you
satisfy the customers to the tee and make out
the solutions for it.
FORWARD THE CUSTOMER INSIGHTS If the customers
are having issues with specific policies. Then
its your duty to put it forward to the
concerned departments so that they take good
care of it and try to rectify it.
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Dig more in-depth with the customer support
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Try to dig deeper with the customer responses as
to why they have given you a lower score. You
can ask them questions through the mail, through
direct interviews, and follow-up
questions. Incentivize your team to serve
customers In case you have many detractors, make
sure you dont bang your head into earning more
profits by telling your teams to overwhelm
customers through various calls as to why they
do not like your services.
STRATEGIES TO IMPROVE YOUR NPS
Conduct meetings and discussions These meetings
and discussions are generally known as huddles.
You need to conduct them frequently to look into
the complaints of customers and resolve them
quickly.
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IMPROVE YOUR TEAM
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The NPS results indirectly indicate
support customers WHAT YOUR EMPLOYEES AND TEAM
ARE DOING TO SUPPORT THE CUSTOMERS AND HOW
THEY GIVE THEM A PRIORITY.
IN-DEPTH LOOK IT IS YOUR RESPONSIBILITY TO TAKE
A MORE IN-DEPTH LOOK AT WHAT YOUR CUSTOMERS
DESIRE AND WHAT LOOPHOLES YOU HAVE IN YOUR
STRATEGIES.
LOYAL ONES IF YOU HAVE GOT PROMOTERS, THEN WELL
N GOOD, BUT YOU CAN STILL MAKE IT UP TO TURN
THE CUSTOMERS INTO LOYAL ONES
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GAIN PROMOTER
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Analyze the root causes of NPS

• Your company might have different departments,
  but one of the departments is gaining more
  promoters while the other has more detractors.

In such scenarios, see whether the services
you have provided are up to the mark or what
areas lack improvement in them. Analyze the
root causes and come up with key solutions for
them.
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CREATE CHANGES AND SEE WHAT HAPPENS
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Focus on improving
Desired improvements
It is not possible to change our entire site or
the whole product after a lot of complaints.
Still, you can inevitably focus on improving the
policies, product delivery, and messages. You
can make the necessary changes and then see the
post changes score.
You can compare the scores with the previous
scores. If you see a significant improvement, it
would be good if not, you can again review your
strategies and develop the desired improvements.
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EMAIL SURVEY
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Collect NPS feedback
Navigate to a different page Email surveys are a
bit of a lengthy process of collecting NPS
feedback from the customers as they have to open
up the mail and navigate to a different page and
then fill up the survey.
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