Are your customers actively promoting you to others?
At The Loyalty Zone, we developed a unique approach which greatly enhances the NPS™ platform to provide both metrics and insights that are helping our clients grow their businesses.
Many companies using NPS™ tend to focus only on their score, rather than identifying best practice drivers to dramatically improve their score. Our principle is to measure the customer’s experience, not their satisfaction.
An area that has been overlooked by practitioners of the NPS™ approach is the ‘satisfied or neutral’ group – the 7 & 8 ‘Passive’ scores. We have found this group to be anything but neutral. In fact, this group poses the most significant risk to business growth, but also the greatest opportunity to convert into loyal customers. We know that most businesses have the largest proportion of customers in this group.
We have also found there to be a massive distinction within the NPS™ ‘Promoters’ group – the 9 & 10 scores – providing an even greater opportunity for our clients to understand exactly how to deliver a 10/10 experience – every time.
What motivates your customers to choose your business in the first place
The percentage of customers who are loyal and why, and will definitely use your service again
The average word of mouth recommendation rate of your customers (how many customers they send to you)
The percentage of your customers who are only satisfied and how you can improve their experience
The percentage of your customers who are detractors and how you can improve their experience
The percentage of customers who are engaging competitor companies and why