My company doesn't use NPS at present but I'm increasingly hearing it mentioned when I attend industry events and I'm now contemplating getting on board the NPS train. But I don't want to waste valuable time and effort. I'd like to hear the pros and cons and hoped that I could get some feedback........
Comments
NPS for CRM vendor
OK, in this post I'll share the story about implementing NPS in our company – BPMonline.
We have started using NPS approach of measuring customer satisfaction (or loyalty, or readiness to promote our brand - you name it) more than one year ago. To make everything properly we opened a position of 'Customer Success Manager' - a person who communicates with customers in order to get their feedback about our work.
We started from providing this survey only after project completion, but this approach showed its effectiveness, so we have started to get this feedback after completion of every stage of CRM implementation project – after consulting, implementation, pilot testing, training. This helps us to see the full picture in small details and pinpoint areas for improvement.
Of course we ask our customers a lot of questions, but only one question prevails: “ How likely is it that you would recommend our company to a friend or colleague?” If the score is 8 to 10 our employees get their bonuses, if less – they don’t. By embedding NPS into incentive scheme we have achieved growth in customer satisfaction.
OK, I tried to keep it short, but if you have any questions – just ask me :)
Learn more about Net Promoter - from lots of companies over just
Working at the company that co-developed the Net Promoter metric and discipline, I am a big fan of the approach obviously!
What you may find useful is to attend this year's London Net Promoter Conference, 16-17 June, at the Park Plaza Riverbank hotel on Albert Embankment.
If you would like to contact me direct, I can look at providing you with a discount to attend.
Alison
Should you use NPS?
Short answer: yes it does work and very well. Companies that use the approach properly report substantial business improvements.
For a quick and concise introduction to Net Promoter Score you can download the free white paper from our website: http://www.genroe.com/whitepapers/net-promoter-score-nps-an-introduction.
I have also written a number of blog posts on the topic that cover all aspects of how and when to use the approach. This link will get you a search page from the blog with all the related content: http://genroe1to1.genroe.com/?s=net+promoter+score
Adam Ramshaw
Is it worth it?
Hmmm, OK so you could rely on something like "do you intend to use/recommend" etc. And we know that folk say one thing and do another so I'm guessing a lot of people will express intent to do something and not follow through. We also know that folks sometimes sat what they think other folks want them to here.
How about focussing on delivering great service and checking on your order book from time to time? If your order book is growing try checking where the growth is coming from. New business, repeat business etc. Seems to me if you're getting more business you're doing the right things for the right reasons.
I reckon you could use NPS and a whole host of other well intended and spurious measures to prove pretty much what you like. In this case, I think there are simpler, more effective things to be "measuring".
Cheers - Doug
Yes, but
As a customer based KPI, NPS is useful but so is overall satisfaction. There are lots of arguments and meaty debates about the relevant merits of different overall measures and how well they relate to financial performance. Each camp says there measure is best.
An overall measure is useful for communicating performance but less useful in its own right for identifying what a company needs to do to improve those elements of the customer experience that will generate more business - and that is what it is all about. Here are a few suggestions from a methodology agnostic on implementing a feedback program.
1. Identify the key touch points with your customers - the ones that really matter and for each one ask the question "What matters most to the customer at this stage?" Use this to shape the content of a number of transactionally driven surveys that can include a question on overall performance. Supplement this with a survey testing the overall relationship if you have long term customer relationships.
2. Use the results to identify areas of weak performance and implement improvement plans accordingly. Improvements are the raison d'etre for feedback, not the results themselves. If you don't plan to act; don't survey in the first place.
3. Associate feedback results with actual buying and campaign response data to identify the impact of customer satisfaction (or NPS) performance and what drives it on on what customers actually do. Use this insight to refine your improvement priorities and, if applicable, sell the case for investment. (I have an article on integrating feedback and other data; let me know if you want a copy.)
4. Build feedback measures into the 360 degree view of the customer to inform agents dealing with the customer and improve campaign targeting.
5. Close the loop with customers in two ways. Follow up with individual customers that express dissatisfaction (retention happens one customer at a time) and give all customers (including those who did not respond to your survey) an overview of the results are and what changes have been initiated from them.
Hope this helps. Drop me a note if you have any questions.
Dave J
NPS
Hi Dave
I would be grateful for a copy of the article you mentioned please?
Thanks
Kerry
Article
Kerry
I would send but I don't have a complete email for you.
You can however download it from our Facebook page - http://mktg.clicktools.com/go?iv=3b1306f1f37eb59
Or via Linked-in http://mktg.clicktools.com/go?iv=3b1306f1c8b7297 Any probs, let me have a full email and I will send you a copy. Cheers dj
Net Promoter Score ce Survey
Please have a look at http://www.ce-survey.com/ where all should be explained.
Feel free to contact me on nick@e-rm.org
Nick Brown