Net Promoter Score ®

Net Promoter Score

Net Promoter Score

The One Number You Need to Grow

NPS can be used to help you meet customer expectations, increase satisfaction, and grow your business.

At InTouch Connections, we work to help our clients in ways that reach far beyond interactive messaging. One best practice we always recommend is simple and inexpensive to implement, but powerful enough to steer your entire business - measuring your Net Promoter® Score (NPS).

NPS: How does it work?

Net Promoter is a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. It allows you to hold your employees accountable for how they treat your customers and promotes customer-centric change and performance. And all it takes is one simple question: “How likely are you to recommend our company to a friend or colleague?” The more “promoters” your company has, the greater its potential for growth.

A typical business hears from just 4% of it's dissatisfied customers

NPS is based on the fundamental perspective that customers can be divided into three categories: Promoters, Passives, and Detractors.

Quickly Take the Pulse of Your Customer’s Satisfaction

By asking one simple question, you can identify these groups and get a clear measure of your company's performance through your customers' eyes. Customers respond on a 0-to-10 point rating scale and are categorized as follows:

  • Promoters (score 9-10): loyal enthusiasts who will continue to buy and refer others; fueling growth
  • Passives (score 7-8): satisfied but unenthusiastic customers who are vulnerable to competitive offerings
  • Detractors (score 0-6): unhappy customers who can damage your brand and inhibit growth through negative word-of-mouth

Essentially, NPS is a measure of customer satisfaction. Your score identifies successes and failures within employee performance and provides actionable intelligence that can help steer profitable decision-making.

Net Promoter Scores in Action

Many clients use NPS to compare performance among different departments, offering incentives to those that show dramatic improvement, while others reach out to potential detractors in an attempt to resolve any issues and rebuild a positive relationship. Healthcare facilities use NPS to increase HCACHPs scores. Clients also use NPS to gauge the effectiveness of different strategies based on changes in their score. Ultimately, NPS can be used in numerous ways: to help you meet customer expectations, increase satisfaction, and grow your business.

InTouch Connections has developed a simple and cost effective method to capture your Net Promoter Score using automated messaging. From start to finish, the survey takes less than a minute to execute, and customers are able to answer the NPS question using the touchpad on their phones. Your results are generated on a monthly basis so you’re able to track your progress and adapt your processes accordingly.

Get started today.

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