How to Implement the Net Promoter Score

“Perfection is not attainable, but if we chase perfection we can catch excellence.” – Vince Lombardi

Last week we discussed how implementing a Net Promoter (NPS) system can help your organization measure and manage the leading indicators that will drive your company to excellence.

This week, we will tell you how.

Thankfully (and this is what I love about NPS), getting started is pretty simple.

1 – Ask the Question – Sure, you still have to figure out how, when and where – but the step is simple. Ask the question (how likely are your to recommend) and gather the data. The asking can be done via phone surveys, web surveys, in-person surveys, kiosks, cards at checkout or even QR codes (I’ve seen a neat implementation of this in public parks where visitors just scan the code and give feedback from their smart phones).

2 – Categorize Your Customers – Based on their responses, who are your promoters, passives and detractors? We’ll dig deeper into analyzing why they are in each bucket in a later step.

3 – Calculate Your Net Promoter Score – Using the data from the previous two steps, do the following calculation:

Step 1 – NPS = % of Promoters – % of Detractors

Step 2 – NPS = 55% – 35%

Step 3 – NPS = 20%

4 – Benchmark – The real benefits of NPS come when you outperform your competitors that are viable options for your customers. Find benchmarks through your industry association, your survey provider or do your own survey of your competitors.

5 – Respond – If you are asking the question after each transaction, you must respond quickly to the feedback you get. This is called “service recovery” but it is simply making sure that your customers are feeling heard and responded to. A quick recovery can turn a detractor into a promoter on the spot and build trust with your organization.

6 – Improve – Now is the time to go get some quick wins based on the data you have gathered. Dig deeper and determine why customers are in each bucket. This will probably require further segmentation by age, sex, customer type. Different customers want different things so your new “text to order” model may enthrall your younger customers and completely annoy your older customers.

Now – what quick changes can you make to your processes to move customers from detractors and passives to promoters? Make the changes, document the wins and sell those wins back to the organization.

People love to make a difference when they come into work every day. By gathering quick wins you will build enthusiasm for the new initiative and build the political capital needed in most organizations to justify the investment.

Are you ready to get started? Contact us now via our website or just give us a call at 229-375-5613 and we’ll help you get going.

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