5 Tools that can improve your NPS

Customer experience is the most powerful tool you have for success, regardless of your business's size. We're all customers in some way and, at some point, you've probably been on the receiving end of disastrous customer service. What happened then?

When it happened, you probably decided never to trust that business again. When this happens, people hardly ever go back to the same company. US companies today lose over $62 billion annually because of poor customer service.

Not to mention, unhappy customers are very willing to share their negative experiences with others, which slowly treads to the disappearance of the business in question. We vividly remember the negative, often even more than the positive experiences.

A single negative experience can do tons of damage to a company's reputation, especially now that there are social media to spread word of mouth, influencers to spread their ideas around, and testimonials all over the Internet. Unsatisfied customers share their feedback via comments, posts on social media, or write on forums and testimonial pages that thousands of other customers read. People go live, still angry about the negative experience and their words change the minds of many who considered the business in question.

Word of mouth is now easier to spread than ever. That’s exactly where NPS comes – the net promoter score of your business.

What is Net Promoter Score?

The NPS is a valuable tool that businesses use to measure the loyalty of customers, as well as their experience with the brand. If you don’t keep track of this score, you’ll have little idea as to how many people are angry about your customer service, which areas of it need improvement, and what went wrong.

It is only by finding this score that you can figure out ways to improve it. The NPS score works on a scale from 0 to 10 indicating how likely someone would recommend your service, products, or brand to a friend. It goes like this:

• Highest score – 9 and 10 go to promoters or loyalists, customers who sing your praises to other people.
• Score of 7 or 8 goes to people who think well of your company. You're okay in their eyes, but not great. This means that they can potentially be stolen by your competition, but they'll hardly harm your reputation.
• Any lower score indicates detractors, customers you don’t want to find. These are the people who are unhappy with your customer service, people who will probably spread bad word of mouth and never come back to your business again.

Best tools for improving your NPS

Now that you understand how important this score is, here are some tools to help you calculate it – and improve it.

1. Attest’s tool for measuring NPS

Before you take any kind of action, you need to measure your NPS.

Askatest has proven to be the most worthy source for market analysis. This simple-to-use website will allow businesses of any size to easily create a detailed market analysis template. With the pre-created question categories and amazing features, the Attest survey tool allows you to track all sorts of success metrics, which of course includes NPS.

With the pre-created question categories and amazing features, the Attest survey tool allows you to track all sorts of success metrics, which of course includes NPS.

The most popular metrics that businesses track on this site include:

• NPS – Net Promoter Score that clearly measures customer loyalty, as well as service discrepancies.
• CSAT – Customer satisfaction surveys that measure individual satisfaction with experiences, purchases, and transactions.
• CES – Customer Effort Score surveys that measure how long and hard the customer has to work to get an issue resolved, a product returned or purchased, a request fulfilled, or a question answered.
• VoC – Voice of Customer surveys that measure customers’ needs and expectations, and the overall feedback on services and products.

Depending on your business and its goals, you can use any of these. They are all amazing tools to use as KPIs and improve your business regularly. NPS is used to measure the satisfaction of customers, mostly focused on evaluating their loyalty to your brand.

You'll find that this tool is very simple to use and gives you hints as to which questions work best for the survey. For example, a typical NPS will ask questions like:

“On a scale of zero to ten, how likely are you to tell good things to a friend about our business?”

2. Rankur for detecting your pain points

Even if you offer the greatest service, there will probably be times when customers are not so happy with what they got. They might have gotten themselves the wrong product, your support agents might have been a bit busy, your site could have loaded slowly, etc.

This is just part of the business. Knowing about it is a great way to improve. It's a way to succeed and survive in the business, and learn how to avoid detractors in your NPS.

One amazing tool to track this is Rankur, a product that tracks what people say about you online. Review-based services like Google Reviews, Angie’s List, and Yelp are prevalent right now, and they stand right beside social media when it comes to spreading word of mouth.

What can Rankur do for you?

This tool digitally and automatically monitors online mentions of your brand through social media accounts and other websites. When it detects a mention of any sort, it notifies you immediately. You don't have to scour the web to see what people say about you. Thanks to such a tool, you can find out why your NPS has been failing you – and figure out how to improve it.

3. Chatbots for quick assistance

Obtaining the score data is a starting point that helps you improve your brand’s reputation. Next, you can use the score to improve your support service. Hiring qualified people and training them is essential, but you also need to ensure that your customers get your assistance when they need it – not hours or days later.

One common reason why people dislike a business is that it is not always available. In today's busy life, people hardly have the time to wait in a queue to be served by a support agent. Not to mention, most businesses don't have support that works around the clock, so customers often have their issues resolved the next day, or even in a few days.

This doesn’t have to happen. People will be much happier with your service if they get instant answers and solutions. Lucky for you, this is easily achieved with chatbots. Just like live videos are good for engagement, chatbots are good for keeping people happy. They offer nearly-instant service and boost customer satisfaction.

For more tips on how to improve this, you should read Whisbi’s guide to live engagement. In this guide, you’ll find all you need to know about live videos, chatbots, and more.

Over 90% of customers say that they are more confident about using a brand that has a live chat button. If it keeps your customers from being frustrated because they waited too long, this is an amazing way to boost your NPS score.

4. Woobox for keeping regulars happy

People who are loyal to your brand expect things from you. How would you feel if you frequently bought from a company and they didn’t even bother to offer you a single perk as a ‘thank you’?

Repeat customers are your best customers. If you forget about them and focus solely on getting new clients, this can easily turn them from loyalists to detractors. You don't want that.

One great way to keep them happy and show them that you’re loyal to them too is by offering them special perks. Woobox is a great tool for boosting engagement. You can use it to create coupons, special promotions, polls, forms, and contests – and share them with your consumers.

5. Nuvi for following trends

The most popular way to stay in touch with consumers and attract new ones today is through social media. For example, Social Media Today has reported that 90% of people follow Twitter profiles of brands solely because they want to get discounts. This makes it the perfect place to fix your NPS. It’s where the loyal followers spend their time.

To make sure that you connect with them in the right way, you need to know what’s currently trending. Nuvi is an excellent source for such information. Instead of shooting from the hip, you can use it to gather useful data on trends in your industry.

Why is NPS important for your business?

The beauty of this score is that it will tell you exactly where to look when trying to fix your service and reputation. For example, if you have many detractors, chances are that they'll speak their minds on social media and forums. You can find them and use the necessary tools at your disposal to fix the situation.

Think of NPS as a KPI for just about everything from management to marketing to sales to customer support. This is a universal tool for tracking customer satisfaction. Plus, it’s a great way to get ahead of the competition since, according to research, 71% haven’t used it!