Using the pure index of promoters is important for the business from various aspects,
but the most important of these aspects lie in the close connection between NPS and CRM .
In the following, we have explained the four main reasons for the importance of using the NPS questionnaire .
It measures the customer loyalty index
NPS surveys help businesses measure customer asia mobile number list loyalty and how likely they are to recommend to their friends.
The NPS survey also helps to assess the probability of losing customers,
unsubscribing or not repurchasing, and seeking products or services from other businesses.
Keeping existing customers is not only cheaper than finding new customers; It is also profitable. Research by Bain & Company found that retaining just 5% of customers can increase profits by 25-95%. Therefore, if your attention is focused on attracting new customers and converting leads, retaining and maintaining customers and increasing the capabilities of current customers has a higher return.
It should be noted that a key aspect to customer retention is the ability to identify customers who are being lost, and measuring customer NPS over time helps companies do this.
It identifies ways to improve the quality of the brand experience
A customer may answer the original NPS question with a low number or even 0. It is very difficult to see such a response, especially if it happens more than once; But it provides an opportunity for the company to coordinate with customer feedback and improve products or services accordingly.
We suggest that you consider a space in the NPS questionnaire where customers can record their opinions about the score they gave you.
With this method,
you can evaluate the quality feedback of customers and find out what you can change to improve the customer experience of your product or service.
Of course, not all feedback will be helpful;
But certain points such as application weaknesses, inappropriate user experience, or inappropriate treatment during support calls can be directly referred to the team responsible for that department for handling.
The Net Promoter Score gives companies an idea of how likely they are to get referrals from happy customers, and this is very important.
More than 80% of happy customers are willing to recommend the brand.
More than 70% of people are more likely to buy a product if they see a friend talking about it on social media or anywhere else.
The value of referred customers is 16% higher than others and they have a higher rate of return on investment for companies.
Companies can harness the power of referral marketing and use it to attract new customers by conducting case studies about customers,
receiving testimonials and testimonials from them, and analyzing online reviews . In contrast, brand ambassadors and incentive programs can in turn reward customer loyalty with gift cards or discounts.
Referral marketing can be a mode of symbiosis between brands and customers; But first you have to make sure you have happy customers;
This is where NPS survey results can help identify these happy customers.
NPS surveys increase referral marketing
4- It helps you to prioritize communication with protesting customers
Dissatisfied customers are those who gave you a score between 0 and 6 in the NPS questionnaire , and it can be considered that they do not have the desire to recommend your products or services to others, and as investing in promoters can affect your growth and profitability, focus on Loss factors are also very important.
It is very important to follow up on valuable customer reviews,
especially if they have expressed a problem they encountered while using your products or services. These problems may be due to a misunderstanding or user error,
or it may be a larger-scale complaint that you are unable to resolve on your own;
But by following up and checking the opinions of protesting customers, you make them feel that their voices are heard and that you value them.
This can reduce the possibility of losing customers and worse, their negative recommendation to others.
Last step:
How to use NPS survey results?
Remember that we are talking about the pure index of promoters .
This index provides a general
benchmark for reviewing and tracking lot of and book work various issues and allows
you to monitor the process of improving the quality of your produce service.
But there are many things that affect NPS. If you check your NPS survey data and find that you have a lot of happy customers, don’t give up.
It helps to increase referral marketing
Open up a conversation with your happy customers and try to get them involved in a referral marketing program;
This work can not only keep them deb directory satisfied and happy; It also helps to attract new customers.