How to improve your NPS score
You are tracking your NPS score and it’s not where you want it to be. What’s gone wrong? Why don’t your customers want to recommend you to others? Customers become detractors all too easily – all it takes is failing to live up to promises, leaving a customer chasing you for a resolution, or providing an inaccurate communication. A low NPS score, indicated by a high number of detractors, suggests you need to improve your customer experience.
One of the several drawbacks of the NPS is that exclusive use of the metric to measure is not sufficient and leaves these questions unanswered. In order to improve your NPS score, you need to find the source of customer dissatisfaction. Through customer experience research you can pinpoint why your customers are detractors.
1. Listen to the Voice of the Customer
Think of customer experience as a chain – it is only as strong as its weakest link. In order to identify the weakest link, you must listen to what your customers are saying at every point of the customer journey.
It’s time to gather more feedback! You need to ask your customers further questions to the simple “how likely are you to recommend us”, to gain insight into what truly matters to your customers. This will allow you to tailor every aspect of your business to reflect your customers’ needs, whether this be in employee training or your customer service charter. Read our guide on collecting effective customer feedback here.
CXExplore, our Voice of the Customer (VoC) programme toolkit, gathers customer feedback at every touchpoint to provide a detailed overview of your customers’ entire experience. This identifies the processes or departments which are letting you down, so you know where to focus your training efforts to raise your NPS.
2. Implement a customer service charter
Customers will accept a certain amount of frustration and inconvenience, as long as there is consistent and honest customer service at every touchpoint. Implementing a customer service charter is an effective way of ensuring good customer experience across your organisation, as employees throughout will know what is expected of them when dealing with customers. By tracking your NPS over time, you can see the effect of changes in policies, training, products etc. and whether they’re having a positive impact on the score. Read our blog on how a customer service charter can help your business thrive, and how to effectively implement one.
3. Involve the team in regular ‘huddles’
Fred Reichheld, who created NPS, suggests employees have regular ‘huddles’ which involve discussing how well they are currently serving customers, how they could improve and what support they need to do so. Reichheld has even developed a digital tool, HuddleUp, to help organisations better run huddles. Implementing these meetings can help to ensure team commitment to customer experience and reinforce a shared goal of winning over promoters.
Try implementing these three things to work towards the ultimate goal of providing a more satisfying experience for all your customers. Satisfied customers tend to tell their friends about their positive experiences – that’s why we call them promoters!