Transform Your NPS® From Score to System
Net Promoter Scores and Systems
Transform Your NPS® From Score to System
What is Net Promoter Score℠?
NPS began as Net Promoter Score and eventually transitioned to Net Promoter System℠. Net Promoter Score places customers into three groups: promoters, passives, and detractors. These groups are formed based on how the customer answers the question, “How likely is it that you would recommend Company XYZ to a friend or colleague?”
Net Promoter Score Scale groups
- Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
- Passives (score 7-8) are satisfied, but unenthusiastic customers who are vulnerable to competitive offerings.
- Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
Net Promoter Score is most definitely a useful metric in tracking customer satisfaction. By itself, Net Promoter Score is the equivalent of going to the doctor’s office and receiving a diagnosis, but no prescription. Fortunately, the “prescription” lies within the Net Promoter System.
What is Net Promoter System?
The Net Promoter System is the evolution of the score; it combines Net Promoter Score with other contextual customer data to create a strategy of ongoing action and customer centricity for your company. A Net Promoter System takes your CX program to the next level and helps steer business decisions to provide better service to your customers and improve customer satisfaction.
Five keys to a successful Net Promoter System:
1. Sustained leadership commitment
The single most important factor in creating and maintaining a successful customer and employee-centric business is having a leadership team committed from the top down. This team recognizes customer experience as a competitive differentiator and invests resources, hires talent, and consistently makes decisions to reinforce commitment—across the organization, at all levels, and over time.
2. Reliable, trusted metric
Using the NPS Score is an easy way to establish a common language for your organization. This score should be based on a constantly updated flow of information and data from customer engagement and feedback.
3. Feedback, learning, and improvement
Close the loop! You hear this statement everywhere, but what does it mean? At its core, this is the ability for your organization to respond to individual customer issues (Inner Loop) while understanding larger patterns that affect your brand and sharing those insights with the right people so they can take appropriate action (Outer Loop) to improve customer satisfaction.
4. Employee environment focused on loyalty
Your plans have been created and now they need to be carried out. Commitment from your employees is crucial. The interactions they have with customers will have a huge impact on whether a system succeeds.
5. Robust operational and analytic infrastructure
Net Promoter Systems are complex and require power, flexibility, and scalability on the technology side. Supporting an enterprise’s complex needs can quickly hinder many vendors because of the technical requirements involved. Look for a vendor who can scale to meet the needs of your Net Promoter System practices.
How InMoment Can Transform Your NPS
InMoment is uniquely positioned to enhance key Net Promoter System practices. Our platform was built from the ground up to support Net Promoter Systems at every phase, from listening to analytics and reporting.
InMoment focuses on uncovering the “why” not just the “what.” Understanding the “why” will uncover underlying organizational issues. With that knowledge in hand you can address the cause of the problem to improve customer satisfaction.
At InMoment, we use our natural language processing-based text analytics to gather meaningful insights from mountains of data. Both our speech-to-text and text analytics tools are woven into every facet of our platform—from listening to insights to delivery.
InMoment empowers line and field managers by giving them the tools? to act more effectively and efficiently and focus on the factors that have the greatest impact on customer experience.
Our mobile-optimized application integrates qualitative and quantitative data from your customer feedback channels. With data collected from the most pertinent social sites and feeds, this information is inserted into your closed-loop process in real time. We then automatically highlight what is most impactful to your NPS practices and which actions your employees should take to improve.
Finally, InMoment provides executive, leadership specific views that make monitoring Net Promoter System progress quick and easy, including:
- Easy access to NPS and NPS drivers/themes by channel, product, etc.
- Real-time understanding of competitive threats, mentions, perceptions, and products.
- Easy access to the “what” and “why”.
- Sentiment by customer segment, personas, products, etc.
- Geographic heat maps by division, region, state, market, zip, etc.
- Persona-based reporting.
- Proactive identification of statistically significant changes in NPS drivers.
- Seamless integration with complementary data sets including market, customer, operational data and more.
The days of having a single net promoter score to measure CX success are over. Brands wanting to lead their industries are already making the move from a score to a system and beyond. Those brands are already reaping the rewards and watching customer and employee relationships improve and revenue increase.
To learn more about how InMoment can help you transform your Net Promoter Score into a Net Promoter System, contact firstname.lastname@example.org.