Do you know what has become the corporate metric? Net Promoter Score This is about using metrics to improve the user experience which the company is obliged to provide. It measures customer loyalty with other things. To know more about this system, here are five things about Net Promoter Scores.
It's simple, yet efficient
1- When you hear the word net promoter score, you may think that it is very complicated. However, this is not the case. In fact, the system is often used due to simplicity. First of all, this percentage uses the system. It is very convenient for the officers and people in charge of the company rather than adding all unnecessary maths to the monthly meeting. To make it easy, they refer to it as "scores". Think about it as pure income and it would be better to understand it.
2- Only one question
We are sure that you have come to these questions at least once. The video sharing website on YouTube, advertisements sometimes come in the form of surveys. There is only one question in this "survey". Like this, company Asks how much you would recommend your product to someone who you know. It determines your perception of the product even further, because it shows that it works and you want someone else to benefit from it.
Reactions are divided into three sections, promoters, passive and opponents. The reaction is 9-10, 7-8 and 0-6 respectively. Now, how is the procedure done completely? The Net Promoter score is obtained by promoters by reducing the proportion of opponents and then converting it into percentages.
3- The company is thinking
It is of great benefit that the Net Promoter Score system really thinks about customers' idea of customers. It shows that they are concerned about the metrics given by the customers. Our point is that income is not always the only good thing.
Of course, it determines the position of the company but it does only for a short time. For a long time, customer metrics can really set your loyalty. It can also determine whether people will invest in your company in the future. Continuous reaction through Net Promoter Score will ensure that your customers are satisfied and be loyal to the company.
4- Focus on Big Picture and Cause
Nps score It may be a good way to find out how loyal your customers are, but perhaps it may not be wise to focus on that. Do not check the metric for the month and say that we are good to go. This can have an impact for the company and its future. The reason for this is that, because NPS is good, it does not really give the reason for feeling customers in a particular way.
Perhaps some candidates in your small survey add a question to find out the reason. In this way, you actually know what the problem is. Then you and your company can prepare a way to improve it so that it can be ensured that customers get rid of the problem.
5- Question the opponents
Opponents "Why?" It is important to ask. That's because you can find ways to improve. Perhaps the opponent thinks that the company is not lacking in any way. It can be completely in relation to the product or the entire company or brand. Opponents There are people who vote 0-6%.
By asking them, they can give you a brief explanation why they feel like this. There may be some relevant answers and some may not be possible. Regardless, all of them would benefit from the company in any way.
0 Comments