In business, one of the most powerful tools in the trade is marketing. A good form of marketing is “word of mouth” and that is achieved by satisfying a customer to the point that they would be happy to recommend your service to their friends and family. Qeryz is a Net Promoter Score tool that helps you know where you are in that “word of mouth” spectrum with your current customers.
Of course, word of mouth advertising can only be successful if the product or service that a business is offering is good by itself. A successful product or service is so much easier to recommend than a faulty one.
A challenge that most businesses face is identifying and converting customers from passive supporters to active advocates – but this is where Qeryz’ Net Promoter Score tool comes in to save the day.
Getting to know Qeryz and NPS
NPS or Net Promoter Score is a fairly simple technique utilized in surveys to find customers that can potentially be turned from passive supporter to active advocates of your business. Research shows that NPS can garner as much as a 700% increase in actionable data as compared to the more traditional methods in surveying customers.
Qeryz, on the other hand is an on-site survey tool for Webmasters and a Net Promoter Score survey is precisely what we are offering to our customers.
NPS, as stated above is a fairly simple process. It all starts with asking your customers a single question such as “How likely is it that you would recommend our company/service to a friend or colleague?” That “likeliness” is then measured by a number between 0 and 10, with 0 meaning “not at all” and 10 being “extremely likely”.
Following that first question could be a second question in the form of “Why did you give us that score? We would like to hear you out.” That question may be asked through a follow-up email or on a webpage after the respondents click the first survey question.
That’s that – seriously. From those two questions, you will then have the data that is necessary to calculate for your NPS.
The beauty of NPS is that the respondents won’t even feel it to be a hassle to answer your survey questions. Surveying using NPS doesn’t necessarily have to be done through email; in fact it could even be done through direct responses or a simple text message. Net Promoter Score is fast and easy, an advantage it holds over the more traditional surveys that take time and effort to accomplish.
Research shows that the more questions that are asked in a survey, less and less respondents will be inclined to finish it and by extension, you also create a gap between your goal and your customers.
Why go for Net Promoter Score?
Net Promoter Score or NPS is a surveying metric trademarked and developed by Fred Reichheld, Bain & Company,
Using the question stated above with regards to likeliness to recommend the service to a friend or colleague, you then break up those responses into 3 parts:
- Promoters (9 – 10). These numbers are the most satisfied customers that are more likely to recommend your business or service to people that they know. These may be used for testimonials.
- Passives (7 – 8). These customers are satisfied but they aren’t likely to refer you to people that they know.
- Detractors (0 – 6). These are customers that are generally dissatisfied with your services and these are dangerous for your brand because of the negative reviews and feedback. It is recommended to look into what could be better to sway these customers to Promoters or at least to the Passives.
The Net Promoter Score is then calculated by subtracting the detractors’ percentage from the promoter’s percentage.
Why go for Net Promoter Score when it’s that simple?
NPS’ strength as a survey is that it’s simple and convenient.
Data is valuable especially if it’s something you can use to make your company or service better. Having a lot of customer feedback and responses from surveys but not putting them to use is simply a waste.
When you do get your NPS score, you can then use that to compare yourself with your competitors but the best part is you can use those scores to improve yourself; it is also possible to improve and change the marketing strategy to integrate the Net Promoter Score results.
Satisfactory Net Promoter Score results
Generally speaking, -100 stands for all detractors and +100 are all promoters. A score of 50+ is deemed excellent but keeping in mind that these is collective info, it isn’t exactly suitable because it is not a score for your particular business.
Net Promoter Score is a consistent market research tool, it is conceivable to compare your results with your competitors and your business industry as a whole.
These metric results could be interpreted however you want them to be but they really would not be effective if you don’t put them to good use. Use them to improve yourselves internally, within the company.
Net Promoter Score isn’t perfect
Like all things, the Net Promoter Score isn’t a perfect science. The biggest problem with simplifying the data collection process is that you are attempting to fit a load of raw, complex data into something simpler. In other words, simplifying something too much pretty much generalizes it, making the data broader than it should be.
The Net Promoter Score survey cannot tell you everything but that is precisely why the follow-up question “What can we change or improve?” is asked.
Furthermore, a lot of businesses commit an error the moment they focus too much on their Net Promoter Score results. The problem with easy to get results is that some businesses get too worked up working on their Net Promoter Score that they forget that really important aspect of business – Taking care of your customers.
The Net Promoter Score is truly a useful tool but the crux of the tool is the feedback that you can get from your customers. At the end of the day, it is when a customer takes some time to sit down and give you some feedback is the opportunity for you to talk to them and make your connection better with them.
The Net Promoter Score is criticized because it doesn’t predict many things such as customer satisfaction and loyalty, however that’s not the point. Loyalty is earned by actually caring for your customers. The true value of the Net Promoter Score is demonstrated when you deliberately engage with your customers based on their feedback and sentiment.
The value of Net Promoter Score shows when you take the chance to open the door to your customers, letting them in to hear them out. Net Promoter Score isn’t really the result that you reap from your hardwork, Net Promoter Score is the means for you to improve your business and to ensure customer satisfaction.
How do I get started with Qeryz and Net Promoter Score ?
Like Net Promoter Score , getting started with Qeryz as your Net Promoter Score tool is quite easy! Just log on to https://qeryz.com, register for a Qeryz Starter account, copy-paste your Qeryz tracking code in your website and that’s it.
If you are satisfied with Qeryz and you want more out of our product, we also offer a free trial of our paid plans.
Surveying the right amount of People
Most businesses make the mistake of sending their surveys to all of their customers, however it is recommended to send your survey to a small portion of your customers per day. Say you have 500 users then to utilize Net Promoter Score better, it would be better to send surveys to 5 customers per day.
Doing it this way ensures a fresh perspective every time you receive feedback from your customers. There will definitely be some changes in your products or services at that time and spreading out your surveys ensures different results every time. This may seem difficult but the results will be worth it.
How to know when to survey
When you want to measure customer loyalty to a product then give them a survey whenever they purchase a product from you. If you want to measure their loyalty to their company then it is recommended to give your customers a survey once every quarter. Doing it this way limits annoyance and gives your customers the space they want while not missing out on any critical information that they may give you. Giving your customers a survey at any opportunity will only make your company feel invasive and that won’t help you at all.
The greatest part of the Net Promoter Score survey is getting an analytical gauge on the health of a customer and their views on your company straight from their mouths as an alternative of relying on ambiguous behavioral metrics.
Sign up for a Free account with Qeryz today and run your first Net Promoter Score survey.