Do you know how to measure customer satisfaction in a more concrete way? Faced with a competitive market, ensuring customer satisfaction is extremely important. Thus, tracking metrics and indicators allows you to promote business improvements and optimize workflows, generating results that can be measured through the Net Promoter Score (or NPS).
NPS is a customer satisfaction research methodology used globally by corporations. Through this metric, it is possible to evaluate whether your business is on the right path regarding the results delivered, mapping what needs to be improved and what should be kept in your strategies.
In today’s post, you will better understand how this indicator can be used to get to know your audience thoroughly and learn how to measure customer satisfaction. Stay tuned!
NPS Calculation
To define how to measure customer satisfaction, NPS uses very simple math. When answering a standard question (such as “on a scale of 0 to 10, how likely are you to recommend our company to a friend?”), the audience is divided into three categories and the metric is calculated:
- Detractors: who rate from 0 to 6;
- Passives: who rate 7 and 8;
- Promoters: who rate 9 and 10.
With the data collected, it is possible to perform a performance analysis of the company, establishing goals and verifying the company’s progress between certain periods regarding market perspective. Thus, the indicator is an important tool for the organization.
Quantitative and qualitative information
Although the concept presented above is quite simple, NPS has a wide range of applications. After all, there are developments from the original question that can—and must—be considered. Thus, in addition to asking for an objective score for your survey, it is also possible to include a qualitative view, requesting additional information from customers.
With the addition of this question or similar ones, you will be able to explore the perception of your customers, better understanding what they think and feel about your brand, allowing you to plan actions that improve results.
Application in different niches
Another major advantage of NPS is that it can be applied to all types of audiences and research objects. For example, it allows you to evaluate various services of a company, compare the solutions offered by competitors, and investigate ideas not yet launched on the market.
All of this can be done by applying the methodology line, which facilitates comparison even in different contexts. Therefore, you can evaluate the satisfaction level, identify failures or unmet demands, whether for internal customers, external customers, or another study target.
Survey frequency
Whether with quarterly or semi-annual surveys (which are the most common), it is very important to keep the same interval between questionnaires for a better comparison of results. This time is also necessary for evaluating potential adjustments to strategies on how to measure customer satisfaction.
Thus, NPS can be a great business ally, allowing you to identify possibilities for improvements in the customer experience. In this context, technological solutions allow needs to be met through innovative tools, which can be developed according to the characteristics of the business.
And you, do you already have any experience with NPS? Do you have any questions left about this indicator? Tell us here in the comments and discover how we can help you!
