Imagine if there was a way to read your customers mind to ensure they are having a great customer service experience; better yet, if they are not having a great experience. Jago gives you exactly that: a measure of your customer happiness in a number – the Net Promoter Score.
Getting inside the mind of your customer with the Net Promoter Score or NPS, allows you to understand customer loyalty and better gauge how happy your customers actually are. This gives you accountability, you can see if what you are doing is having a positive or negative impact on customer experiences and identify areas for improvement.
What is the Net Promoter Score?
The NPS or Net Promoter Score is a trusted metric system that has transformed customer service management to drive business growth. This system of measurement allows you to score customer experience and develop management strategies to facilitate business growth. Utilising the NPS in your business is a sure-fire way to create brand ambassadors and retain loyal customers.
How the Net Promoter Score Works
The NPS assesses to what extent a respondent would recommend your business or product to their friends, family or colleagues. This is achieved through asking a simple question like ‘how likely are you to recommend company/brand/product to a friend/colleague/relative?’
Respondents answer on an 11-point rating scale – ranging from 0 (not at all likely) to 10 (extremely likely).
Results are calculated as below:
Depending on the score that is given to the NPS questions, there are three categories of people that can be distinguished.
Promoters (score 9-10) are your potential brand ambassadors who will stay loyal and refer new business, sustaining growth.
Passives (score 7-8) are satisfied though not yet loyal customers who may change brands for more competitive offerings.
Detractors (score 0-6) are the unhappy customers who offer the opportunity for you to create customer retention strategies and improve your customer service.
The Net Promoter Score is then calculated as the difference between the percentage of Promoters and Detractors.
Why Measure the Net Promoter Score?
Understanding the motives of your respondents and their reasons behind the score, allows you to identify areas of your business that require attention. You can then begin to make appropriate adjustments to increase future NPS.
Using NPS not only gives you the ability to make informed business decisions from real customer feedback, it opens up the opportunity for progress and empowerment through developing and implementing new strategies for building customer relationships. The ability to gain insight and improve skills is imperative to sustaining customer revenue and business growth.
Jago makes it seriously simple to ask all of your customers how they rate their experience with you at the best possible time – straight after they have interacted with your business. The experience is still fresh in their minds which means they will be more honest as a result. It also means that if they’ve had a problem, you can act on it straight away so you don’t lose a customer or get a negative online review.
No other tool available provides your business with the complete solution. Gain instant customer feedback, benchmarking and reporting, a customer loyalty program and the ability to monitor individual store performance all in one easy-to-use app.