Net Promoter Score is one of the most essential customer experience metrics worldwide. SoGoSurvey CX offers a powerful, comprehensive platform to engage your customers at every level.
With our CX solutions, you can:
- Segment customers by their levels of loyalty and engagement
- Identify at-risk customers and areas for improvement
- Automate outreach and response based on satisfaction levels
- Review data in real time against industry benchmarks
- Build and improve outreach to raise satisfaction in all sectors
- Calculate and improve your Net Promoter Score at every touchpoint.
- Get on a quick call to discuss how SoGoCX can make a difference for your organization.
One Platform + All Channels = Improved Net Promoter Score
Send smarter surveys, increase response rates, and improve satisfaction by reaching customers in the ways they prefer. Our solutions make it easy to gather feedback anywhere at any time.
Reach out to customers worldwide as easily as if they lived next door. Clear communication delivers more accurate Net Promoter Score calculations and a stronger market understanding.
- Mobile devices
- Text or SMS
- Messaging apps
- And more
Why Focus on NPS Surveys?
Spot problems before they happen and react faster, our set of intelligent features built directly into the platform.
The key to your long term success isn’t scrambling for new customers. It’s finding out what drives your existing customers, making sure to keep them happy, and turning them into a powerful marketing force as they enhance and grow your brand.
Tracking NPS and other customer satisfaction metrics allows you stay ahead of customer demand, head off growing issues, and craft a successful and profitable strategy for your company. If you’re ready to improve your NPS and upgrade your entire CX program with the most secure and customizable system, let’s get you started with SoGoSurvey.
What is NPS?
Do you want to know if your customers will recommend you? Net Promoter Score is the simplest customer loyalty metric to accurately assess what your customers think of you.
Using a 0 to 10 scale, the NPS survey question asks customers how likely they are to recommend the company/brand/product to others. Beyond simple satisfaction, NPS prompts customers to consider a higher standard. When making a recommendation, customers think twice about their choices, which reveals deeper insights into their feelings about your offering. A simple breakdown categorizes customers as Detractors, Passives, and Promoters.
Detractors 0 – 6
These respondents are less satisfied and are unlikely to have a positive impact on your organization. They are unlikely to recommend you and in some cases may even generate negative publicity about you.
Passives 7 or 8
These are satisfied but unenthusiastic customers. They may defect to competitors if they see any available benefits.
Promoters 9 or 10
These are your brand ambassadors, those you can consider your most loyal and satisfied customers. They are most likely to demonstrate positive behavior like referring new customers and spending more themselves.
Because customer experience can vary over time and across touchpoints, SoGoCX offers a powerful and comprehensive NPS tool to engage your customers at every stage of their journey.Request a Demo
Why is NPS Important to Grow your Business
Beyond simply noticing repeat customers and collecting their feedback, NPS software can help you understand your audience and grow your business. With in-depth analytics, you not only gauge how loyal your customers are, but also understand what matters to them so that you and your employees know exactly how to create the most impactful experiences.
Extensive research over the years has shown a high correlation between customer satisfaction, customer retention, customer lifetime value, company growth, profitability, and valuations, all of which can be unlocked by NPS surveys.
- Loyalty leaders grow faster than their competitors
- Loyal customers visit more frequently and spend more per visit than detractors.
- The Net Promoter Score can help increase a company’s organic growth rate significantly.
- Most of the Fortune 1000 companies use NPS to improve customer experience.
- The simplicity of the NPS helps everyone in the organization easily understand and use this metric.
In connection with Key Driver Analysis, SoGoCX makes it easy to correlate NPS with the variables that have the greatest impact across touchpoints.
- Segment customers based on their loyalty score
- Predict and respond to customer churn
- Automate outreach based on customer satisfaction
- View live data and spot patterns in customer satisfaction
- Track customer satisfaction levels across time and touch-points
How to Calculate Net Promoter Score (NPS)
NPS is calculated on a scale of -100 to +100. To calculate NPS, simply subtract the percentage of Detractors from the percentage of Promoters. The more Promoters you have, the better! Promoters often actively work to expand your reach and improve the perception of your brand, bringing more customers on board with their positive reviews.
Multi-channel distribution makes it easy to quickly and efficiently send NPS surveys to your customers, while our NPS software delivers immediate results so you can track customer perception in real time without waiting on reports.
Any score that is positive can be considered to be a good NPS score. Still, more specific ranges vary by context: Industry, touchpoint, and location of the customer can have a huge impact. To understand exactly where you stand, it makes more sense to compare your NPS against industry benchmarks. The reality is, though, if you’re trying to measure your own improvement, the most valuable comparison is against your past data from similar touchpoints. The change in scores will give you an idea of the impact of your CX program.
A bad NPS score and/or a downward trending score is a leading indicator of high churn, high customer acquisition costs, and overall declining growth and profitability. Bad NPS scores are usually those in negatives, and indicate a need for further investigation to understand what is creating the chaos.
3 Steps to Improve your NPS Score
Sporadic NPS surveys will not be able to generate the insights required for long-term growth in a customer-centric organization. Instead, a systematic approach is needed. To prioritize this effort, leadership buy-in is critical for creating the organizational focus that improves customer experience. The three broad steps to improve NPS score are:
Learn from your Detractors, understand your strengths, and improve customer experience for everyone!
How to Collect Feedback by Running NPS Surveys
Running an NPS survey program is the easiest part yet. While designing a project, simply drop in the NPS question type and customize with your brand details. Better yet, start with a complete NPS survey template from our template bank! As you’re preparing your quick NPS survey using our NPS software, ensure that you give customers the option to explain their choices with a text box question. This way you not only understand what your customers think, but also why. Furthermore, our powerful Text Analysis Report will delve into the key insights gleaned from comments to help identify overarching patterns in customer feedback.
Ensure that you have identified the key touchpoints and set the appropriate distribution channels to reach customers where and when you are likely to get the highest response rates. As results come in, take full advantage of our automated reports to improve your understanding, your customers’ experience, and your bottom line.
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