Have you heard about the NPS or the Net Promoter Score? Do you know what your clients think about your service or whether they would recommend you to friends or family?
A Net Promoter Score measures customer loyalty and how likely they are to recommend your business or service to a friend or colleague. Knowing your client’s rating can be a game-changer for your business.
If you’d like to know more about the NPS score, how to use it in your business or which survey tool might be the best to use, you can read more in our blog article here.
We at Four Drunk Parrots ask all our clients for a Net Promoter Score. The survey is usually sent around six weeks after first starting a project with the client. This process of asking for feedback recurs every quarter.
When it comes to sending an NPS survey, you should select a precise time in the relationship to reach your target audience. If you reach out too early to your clients, they may not yet have a full story to tell. On the other hand, sending the survey too late may result in some of the details of their experience being forgotten or missed.
We are passionate about listening to our clients, and committed to providing them the option to speak up. While the NPS score is a crucial indicator of your business success and growth, it should not stop there. The score gives you an understanding of the customer experience as each client submits an individual score. But let’s be honest: a number alone does not tell the full story – there’s more to be learned.
We recommend including an open-ended question after the NPS, to enable customers to provide a reason for the score they have given. You can then understand what it was about the experience that made them happy or unhappy. This provides even more information to use in order to improve – or get even better in – what you are already doing. Ensuring that you value your client’s feedback is also an essential ingredient of the process as a whole.
How to measure the NPS and what is a good NPS score?
There are a few parts to calculating an NPS score and understanding what makes a good one.
Here’s an example of the NPS question:
On a scale of 0-10, how likely is it that you would recommend Four Drunk Parrots to your friends, family or colleagues?
Clients giving a six or below are Detractors, a score of seven or eight are called Passives, and a nine or ten are Promoters.
To calculate your Net Promoter Score, subtract the percentage of Detractors from the percentage of Promoters.
A score above 20% is considered desirable, but it is suggested that above 50 is excellent and above 80 is world-class. You can read more about the meaning of the score here.
So what is the Four Drunk Parrots score?
Our current score is 77 – noting that a score above 50 is excellent, we are very pleased with this result. There is always room for improvement and we continue to learn how to better service our clients. At this point, we’d like to acknowledge and thank all our clients for answering the survey and working with us.
At Four Drunk Parrots, we think it is essential to know what our clients feel about our service. Did you know that when it comes to purchasing a product or engaging a service provider, most people follow recommendations? Neilsen research found that 92% of people trust recommendations from friends and family over any other type of advertising.
Give us a buzz if you would like to hear more about the NPS survey or would like to implement this tactic into your marketing.