Net Promoter Survey – How to turn negatives into positives
What would you do if you heard that about your business? (“Hate it, wouldn’t go back”)
It takes courage for business owners to seek out customer feedback, but the rewards are huge. Negative feedback can offer priceless insights into where you need to improve your business, and once the appropriate changes are implemented, customers are happier and your revenue is boosted. It’s a win-win.
But how do you know where to start?
One effective method used to gather this information is through a Net Promoter Survey.
What is an NPS Survey?
NPS stands for “Net Promoter Score” and measures the likelihood of a customer recommending your business to a friend or colleague. NPS responses can range from zero – not likely at all, to ten – extremely likely to recommend your business.
The NPS itself provides a snapshot of customers who love your business (Promoters), customers who don’t like your business (Detractors), and customers who have a neutral view (Passives). Passives like some things about your business and don’t like other aspects. All three offer valuable insights into your business.
The NPS question is asked as the first question in a Net Promoter Survey, and depending on how this is answered, it is usually followed up by a number of key, carefully chosen and phrased questions about your business.
Tell Me More …
The NPS provides a balanced view of your customers opinions, addressing weaknesses and strengths.
It will give you detailed information on why your customers choose you, what they like, what they don’t like, and what they think should be improved. It is a roadmap telling you what needs to be changed in your business and why. Because you are taking the customer’s view, the information you receive is highly practical and extremely valuable and helpful. You’ll also find out how your business stacks up compared to your competitors.
Think of an NPS Survey as having a team of mystery shoppers investigating your business and reporting back. Business owners often know they need to make changes but are unsure where to start. The NPS results give them the confidence to make informed decisions, knowing they are acting in their customers’ best interests. By following through and delivering what their customers want, the result is a more robust and profitable business.
Another benefit is because the NPS provides a snapshot of how your business is perceived at a particular point in time, it’s a highly useful benchmark. After implementing changes based on feedback, you can then track improvements over time and validate progress.
Can we help?
We have conducted Net Promoter Surveys for many years, serving businesses across various sectors, from food manufacturers, to professional services companies to retail clients, and not for profit organisations.
Each NPS survey is tailored to address specific business enquiries so no two NPS surveys are ever the same.
Different sectors and businesses seek different insights and the quality of the results will depend on the survey’s design. A well-written Net Promoter Survey will uncover and pinpoint areas of the business that are highly regarded and other areas that need improvement.
Our clients are always surprised by the breadth and depth of the findings
The results are always unexpected. Often what business owners think their business needs is not what their customers think.
The raw data, once refined and presented to you, enables you to review highly specific aspects of your operations. The results are always useful, adding real, tangible value that can be acted on right away.
Another fantastic benefit we see is how the survey results can be used internally in the business, to give the team a united understanding and focus. Presenting the positive feedback fosters collaboration, strengthening the team’s motivation and morale, essential for implementing meaningful changes and driving positive business transformation. Let’s face it, it’s going to take the whole team to make the changes needed to make a real difference to the business, and this is where the NPS shows again, what a powerful tool it is.
Have a burning question or two about how customers perceive your business?
Get in touch with us today and we can help you with a customer survey that includes a net promoter survey to uncover everything you need to know to move your business forward and unlock hidden revenue. Email info@synthesis.co.nz or give us a call on 04 528 6214 to get started.
