Net Promoter Score (NPS)

You do this by facilitating your employees on the basis of the NPS measurements. Do not use scores to assess your employees, but rather to motivate them. Do not punish your employees, but support them with NPS. Organize your processes and systems so that your employees have continuous access to customer feedback linked to customer data. For example, via an app on their smartphone where they can see their NPS results in real time and the experiences described by the customers themselves.

Give your employees not only insight into the NPS results but also into the stories and the emotion behind the score (from an open answer field). Then they will know why the customer gave a certain score. That's where the emotion comes in, and with that, you can literally read the customer's experience in their own words. What lessons can they learn to improve Customer Experience even more? See NPS as a long-term strategy, and not link it to any hard consequences, such as tough short-term targets for bonuses. Rather, connect bonuses to an overall positive NPS instead of just for achieving certain revenues or attracting customers. Use the power of NPS or other metrics as a 'system' and not as a score in itself. Only then you the scores will go up. 

How to get the most out of NPS? Download Ten Tips from Carglass.

Five tips on how to improve NPS

Automated and continuous

As an organization, take the right decisions based on continuous insight into customer loyalty. 

As few questions as possible

Don't bother people with long questionnaires, which could annoy them. Just ask a few questions, but make sure you can find out why they give a certain score.

Distribute information as quickly as possible to the right target group

A Net Promoter System distributes information automatically, quickly and in the right way to the right stakeholders, so that one can immediately respond to the feedback, for example feedback with a low NPS score or a complaint.

Correct data links

A good Net Promoter System enriches NPS data with the CRM data of your company and is able to combine information from different systems and sources in one solution. Prevent manual, time-consuming and error-prone processes.

Categorize open answers

By asking respondents to categorize their answer, you will find out exactly why they gave a certain answer. This provides broad insight into the 'why' of a given NPS.

Centralize customer stories

It is important to allow customers to elaborate on their given NPS score with an open answer, so that employees will be able to understand properly why a customer has given a certain score. In this way, you will receive in-depth insight into the stories and the emotion behind the score. Customer feedback will really become an active part of the organization. 

Priorities overview 

Make sure that you as an organization have a clear and orderly priorities overview per department, branch, or employee at your disposal. This allows you to implement structural improvement points at strategic, operational and individual levels.

Visualize data with real time infographics

A good NPS system automatically generates real time infographics. In this way, data is visualized in a manageable and informative manner, and customer feedback will become an integral part of the organization.