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Are your customers loyal, or could they be swayed by your competitors? Would your customers recommend you to their friends?<\/p>\n
As a business owner or manager, it\u2019s critically important<\/em> that you understand how your customers feel about your business. If they\u2019re upset or disappointed, you want to know as early as possible so you can fix your product and service.<\/p>\n Today we\u2019re going to teach how you to create a Net Promoter Score survey to capture that data.<\/p>\n You may think, \u201cI know my customers are happy because they keep buying from me.\u201d But their purchasing habits don\u2019t tell the whole story.<\/p>\n For instance, a customer may purchase from you because you\u2019re the only solution they\u2019re aware of at the moment. They could abandon you the moment they learn about a competitor.<\/p>\n Or a customer may feel stuck with you because you offer a specific feature or tool they can\u2019t live without. Once another business offers that feature, they\u2019re gone.<\/p>\n So how do you gauge your customers\u2019 loyalty? By asking them!<\/p>\n <\/p>\n [content_upgrade cu_id=”13046″]Free download: What to do with Data from a Net Promoter Score Survey[content_upgrade_button]Click Here[\/content_upgrade_button][\/content_upgrade]<\/p>\n Net Promoter Score was designed by Frederick F. Reichheld<\/a>, a consultant with Bain & Co. He wanted a fast way to know how customers feel about a product or service.<\/p>\n He tested a number of questions and survey techniques, but only one was fast enough to drive real change in the business: the likelihood to recommend. This question became the core of the NPS survey.<\/p>\n A Net Promoter Score survey is a simple and powerful way to understand your customers\u2019 loyalty to your product or service and whether they can be swayed by other brands.<\/p>\n NPS surveys have two questions<\/a>. The first goes something like this:<\/p>\n \u201cHow likely are you to recommend [company\/product name] to a friend or colleague?\u201d<\/strong><\/em><\/p>\n Users can rate their willingness to answer this question by selecting a number from a scale of 0 to 10.<\/p>\n Depending on their responses, customers are divided into three groups. Those who reply with a zero through six are detractors. Those who rate you seven or eight are passives. And those who give you a nine or ten are promoters.<\/p>\n To calculate your score, subtract the percentage of detractors from the percentage of promoters (ignoring passives).<\/p>\n Image: hubspot.com<\/a><\/em><\/p><\/div>\n The second question is a follow up that asks the customer to give a qualitative response. You can ask any question you like (or none at all), but the goal is get a feel for the customer\u2019s overall sentiment. Here are some good questions to ask:<\/p>\n Net Promoter Score surveys are simple for everyone. Your customers only have to answer two straightforward and uncomplicated questions.<\/p>\n As a business owner or manager, NPS surveys are useful big-picture metrics that summarize customer sentiment nicely. They can use it to track the change of the team\u2019s work and compare internal teams against one another.<\/p>\n NPS is also useful because it\u2019s one of the few survey tools that let you benchmark yourself against other companies like yours. Since everyone asks the same basic questions, your responses are comparable to your competitors\u2019 results.<\/p>\n Most importantly, using NPS surveys can drive revenue<\/em>.<\/p>\n There\u2019s plenty of research<\/a> that shows that NPS surveys correlate with increased business growth. That means companies grow their revenue when they administer NPS surveys and apply their learning to their business.<\/p>\n While NPS surveys are powerful tools, they aren\u2019t perfect, and it\u2019s important that you understand their limitations before you rely on them.<\/p>\n NPS surveys aren\u2019t very specific. It\u2019s nearly impossible to understand why<\/em> the customer feels the way they do unless they answer your second question in detail. This means you\u2019ll have to run other types of surveys to get answers to your specific questions.<\/p>\n Furthermore, the second question on the NPS survey is qualitative<\/em>, meaning it can\u2019t be counted or measured easily. In order to understand your customers\u2019 responses, you (or someone on your team) has to go through them one by one. This can be quite tedious if you have thousands of responses.<\/p>\n Follow these step-by-step instructions to create your own Net Promoter Score survey with Gravity Forms.<\/p>\n Your first step is to upload and activate the Gravity Forms plugin. Follow these instructions<\/a>.<\/p>\nThe Net Promoter Score (NPS) Survey<\/h2>\n
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NPS Limitations<\/h2>\n
How to Create a Net Promoter Score Survey<\/h2>\n
Step 1: Upload and Activate Gravity Forms<\/h3>\n
Step 2: Install the Survey Add-On<\/h3>\n
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