Measure & Improve Customer Satisfaction with Net Promoter Score

Some people argue that Net Promoter Score is inaccurate or not detailed enough to capture true customer sentiment. Despite these arguments, many companies make Net Promoter Score a part of their customer satisfaction assessment.

Whether you ask additional questions to get more detailed insights into brand loyalty is up to you, but at a minimum, calculating your Net Promoter Score is a good way to assess your business and find areas to improve it.

One other benefit of asking the Net Promoter Score is that you are able to compare yourself against industry NPS benchmarks and scores of the most popular companies in the world.

The Net Promoter Score is often asked via an email, mail or phone survey to existing customers. But with Qualaroo, you can also ask the website visitors while on the site.

NPS requires you to have customers' email addresses and permission to email them. This often represents a very small subset of the total number of people that come to your website, meaning you will be unable to gauge your brand perception with the larger audience of people visiting and using your website or product.

Qualaroo helps companies get a broader view of their Net Promoter Score by asking website visitors via a WEBSITE SURVEY. You can conduct NPS on any page or from any traffic source or other attribute.

For example, using Qualaroo’s geo-targeting capability, you can access the Net Promoter Score across different countries and with Mobile Surveys, you could assess the difference in Net Promoter Score for mobile visitors versus their desktop customers.

Net Promoter Score is worth surveying for NPS on a time basis as well as on a lifecycle basis. For a time basis, asking your customer base every quarter is a good way to gauge how your product and brand is performing over time.

To ascertain NPS in the customer lifecycle, you’ll want to identify the most critical points in the buyer journey and ask the NPS question at those points. For example, asking NPS immediately after trial, after purchase, 30-days post purchase, six months post purchase, etc. will help you identify the ups and downs of the customer lifecycle and identify areas to improve their satisfaction.