The Net Promoter Score, a new player in customer relations

Discover the Net Promoter Score, a new player in customer relations

At a time when the success and growth of a business is based on customer sentiment, satisfaction surveys have become unavoidable. In this field, a measurement tool refers to: the Net Promoter Score (NPS) which has become a new major player in the customer relationship and satisfaction survey.

Understand what is the NPS and its issues?

The NPS is an indicator that measures the word of mouth of a product or brand. Indeed, NPS satisfaction has become an extremely valuable means of measuring customer satisfaction and forecasting the growth of the company.

In fact, this proven measure has become the norm for customer improvement and retention programs, as well as for Customer Experience Management (CEM) programs for businesses.

So how is the NPS calculated? The NPS collects data from a standard digital system and scale: 0 to 10, with 10 being the most likely customer to recommend a brand to an acquaintance, and 0 the least likely.

When survey respondents answer the question, their responses are grouped accordingly into the following categories:

Promoters (score from 9 to 10)

The RGPD obliges the employer to inform his employees about all the data retained and their purpose through a specific paragraph in the employment contract, for example. Nevertheless, at any time the employee can request a direct access to his data and make a correction. In addition, the employee can simply refuse his data are collected. In this case, the company can invoke its legitimate interest in order to continue this collection.

Of course, the right to be forgotten is applicable in all areas where personal data may be used. However, in an enterprise, an employee can not invoke it if the data is useful and its purposes are not commercial, for example. In order to do this, an automatic deletion system must be set up in order to make the data disappear after a defined period known to the employee.

How to use it in your customer surveys?

Using the NPS tool to measure experience and customer satisfaction is revealing enough to transform your business.

The NPS has become a trusted, trusted foundation for Customer Experience

Management (CEM), retention and customer enhancement programs.

Advantages and disadvantages of a satisfaction survey with the NPS

The benefits of NPS can be summarized as follows:

It is intuitive and easy to use, it is a tool that counts for decision makers. It is an excellent indicator for measuring growth potential and improving customer relations at all levels.

With NPS, you have common references to categorize customers.

On the other hand, the disadvantages of the NPS are summarized as follows:

The NPS does not provide detailed and specific data and it is beneficial only if it is followed by a results exploitation plan.

As a result, companies may need to consider adding other complementary survey methods.