{"id":8683,"date":"2024-06-25T10:11:35","date_gmt":"2024-06-25T08:11:35","guid":{"rendered":"https:\/\/www.mild.se\/hur-du-kommer-igang-med-nps\/"},"modified":"2024-06-25T13:55:48","modified_gmt":"2024-06-25T11:55:48","slug":"how-to-get-started-with-nps","status":"publish","type":"post","link":"https:\/\/www.mild.se\/en\/how-to-get-started-with-nps\/","title":{"rendered":"How to get started with NPS"},"content":{"rendered":"
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In this article, we delve into how NPS works and how NPS evaluations can help your company gain better insights into what you excel at and what you can improve for your customers. Studies show that companies across all industries see higher revenues when they improve their Net Promoter Score.
NPS is also an important tool for acquiring new customers. Today, many potential customers look at previous reviews and ratings from other customers. Therefore, it is crucial to gain important insights into what your existing customers actually think about your company.<\/p>\n<\/div><\/div><\/div>\n\n

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Research shows that there is a strong correlation between a company's NPS and customer loyalty. The brands we, as consumers, are loyal to, we are also more likely to recommend to our surroundings.<\/p>\n<\/div><\/div><\/div>\n\n

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What is NPS?<\/h2>\n<\/div><\/div><\/div>\n\n
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Net Promoter Score (NPS) is a metric ranging from -100 to 100, designed to measure customer loyalty in a cost-effective and efficient way. Completing an NPS survey is quick, as it consists of only one question, resulting in a high participation rate from customers.<\/p>\n<\/div><\/div><\/div>\n\n

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Step-by-step guide: NPS surveys<\/h2>\n<\/div><\/div><\/div>\n\n
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1. Formulate your question<\/h3>\n<\/div><\/div><\/div>\n\n
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The customer satisfaction survey consists of a single question, often phrased as follows:<\/p>\n<\/div><\/div><\/div>\n\n

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\"On a scale from 0 to 10, how likely are you to recommend our company\/product\/service to a friend or colleague?\"<\/em><\/p>\n<\/div><\/div><\/div>\n\n

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2. Combine the evaluation with open-ended responses<\/h3>\n<\/div><\/div><\/div>\n\n
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To improve NPS, it is important to understand why customers give the ratings they do. Therefore, it is common to follow up the NPS question with an open-ended field where customers are encouraged to justify their rating. If the question's heading is adjusted based on the rating given (e.g., \"Tell us more about why you would not recommend [Organization]\"), this can increase the number of collected open-ended responses.<\/p>\n<\/div><\/div><\/div>\n\n

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By analyzing how detractors, passives, and promoters rate other questions, you can identify what in your offering has the highest correlation with your NPS. For example, you can learn how good or bad customer support affects NPS or how payment options impact customers' perception of the entire business.<\/p>\n<\/div><\/div><\/div>\n\n

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3. Important considerations<\/h3>\n<\/div><\/div><\/div>\n\n
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To obtain an accurate NPS measurement, it is important to collect responses from a representative target group. Selectively choosing who receives the survey can skew the results.<\/p>\n<\/div><\/div><\/div>\n\n

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Common mistakes include manual selection in the process or not distributing the survey through various channels (e.g., mobile, email, SMS). It is crucial to ensure that the NPS question is posed to the right people and that the response rate is carefully monitored.<\/p>\n<\/div><\/div><\/div>\n\n

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Break down your NPS score<\/h2>\n<\/div><\/div><\/div>\n\n
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An overall NPS of, for example, +30 can be difficult to act on. By breaking down NPS by time, geography, or individual level, more insights can emerge. A company may have an overall NPS of +15, but +10 in Sweden, +15 in Norway, and +20 in Finland. In Sweden, the result may vary between different Customer Success Managers, where one CSM has -10, another +4, and a third +30. Analyzing the differences between various Customer Success Managers can also help identify specific areas for improvement.<\/p>\n<\/div><\/div><\/div>\n\n

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Measuring NPS over time<\/h2>\n<\/div><\/div><\/div>\n\n
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It is common to measure NPS at different intervals. For example, a company may have an average NPS of +20 during the first quarter (Q1), with sub-results of +15 in January, +20 in February, and +25 in March. This assumes that the number of responses is evenly distributed each month; otherwise, the total result is weighted based on the number of responses.<\/p>\n<\/div><\/div><\/div>\n\n

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When to measure NPS?<\/h2>\n<\/div><\/div><\/div>\n\n
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There are several occasions to measure NPS:<\/p>\n<\/div><\/div><\/div>\n\n

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