Survey Types

How to Improve NPS: 10 Tips That Can Make All the Difference

It’s Friday afternoon, but Jayne is not feeling the Friday vibes. Instead, she’s feeling dread: It’s time for her weekly email to the CEO reporting the company’s current NPS. Week after week, Jayne sends an email that includes the Net Promoter Score, an explanation of any fluctuation, and a plan for how they’ll improve next week. Week after week, it takes her a long long time to write this email. Her “explanation” is usually a complete guess and her “plan” is more or less a shot in the dark. While Jane’s pretty confident about the actual NPS, she’s not at all sure why it matters. If asked, she’d probably respond “Because my boss thinks it’s important.” Sound familiar? For all the value placed on Net Promoter Score, the practical elements don’t always filter down to the folks implementing CX programs. In this article, we’ll take a step back to catch up Jayne and everyone else struggling to see the point of NPS. What is Net Promoter Score (NPS)? NPS is one of the most revealing metrics in the customer experience (CX) and employee experience (EX) arenas as a measure of loyalty at any point in time. It revolves around a single survey question: “How likely is it that you would recommend (company / product / service / brand) to a friend or colleague?” Why does it work so well in getting to the heart of EX and CX? Friends are the last people you want to let down or lie […]