Create impressive experiences

fueled by NPS insights

Net Promoter Score is the simplest key metric that helps to accurately assess customer loyalty. How does it work? It’s simple. With a 0-10 rating system, the NPS survey asks customers how likely they are to recommend your brand/service/product to others.

This prompts customers to consider their experience from a different perspective. How much do they trust your product to associate their name with it? After all, recommending the product/service to someone means they themselves vouch for it. 

Keeping this in mind, the NPS survey divides the respondents into three segments. 
Detractors (those who score 0-6): These are the people who would actively share negative reviews and criticize your brand. You must understand their concerns to better identify your improvement areas.
Passives (those who score 7-8): These customers are ambivalent and not strongly loyal to your brand. However, since they aren’t really upset, they won’t be spreading bad press about you either. 
Promoters (those who score 9-10): These are your brand champions. They absolutely love your brand and are not afraid to say so. They will be the force behind raving reviews that help improve customer acquisition. 

By understanding the overall trends in your business, following up with customers, and better understanding the why behind customer concerns, you can steadily improve your NPS score over time, often taking customers from detractors to promoters and improving loyalty! 

Accurately assess customer loyalty:
The NPS survey helps customers think of your product/service from a different lens: how much do they trust what you offer to associate their name with it?
When asking if they would recommend it to others, the question shifts from whether they liked what they availed to whether they find it reliable and trustworthy. This is what makes NPS a unique and indispensable key metric to better assess customer loyalty. 

Gain more responses:
  It is a quick question, hardly feeling like a survey. That’s why it will give you accurate insights and a higher response rate when compared to most other customer surveys. 

Touchpoint review: 
By using the NPS at key touchpoints (example: after customer support calls, after making a purchase, etc), you can also understand how your customers feel at different points of the journey, helping you tailor your communication based on where customers are.

The standard NPS score can vary significantly based on industry, but the simple goal is to avoid having detractors.
The most effective way to assess your NPS strategy is to benchmark against past data. If you’re seeing an upward trend, then you’re on the right path! On the flip side, seeing a downward trend is a cause for concern and needs to be investigated.
That’s why our NPS survey tool is equipped with rules and alerts. This feature notifies you based on your instructions earlier. If the score dips below the pre-set mark, you will be alerted to better understand why that is and what needs to change.

SogoCX is more than an NPS survey tool. Our platform empowers you to capture insights that go the extra mile so that you can identify priorities that maximize impact.
If you’re noticing a dip in your NPS, you can do the following:

 Ask and analyze: add in a key driver question or even an open-ended feedback question to your NPS survey. This will allow you to capture additional insights. However, be wary of not asking customers too many questions, this could lead to survey fatigue and impact the response quality and quantity!
Once you have the responses rolling in, use our NLP analytics to identify trends across open-ended responses, and spot your critical strengths and weaknesses with KDA. This can help you better identify your best course of action. 

Segment the journey: 
Perhaps your overall NPS rating is down because of a specific touchpoint. Take a critical look at the customer journey to ensure that you have an NPS survey at key milestones. Once you know this is the case, analyze NPS trends at different touchpoints.
You might be surprised.
Perhaps the NPS scores see a decline after follow-up, but not after purchase! This helps you identify the problem areas that need to be tackled. 

Understand why from at-risk customers: 
When you see a dip in your NPS, some customers might be ready to step out the door: and there will be a reason behind this. Identify what that is.
Our sentiment analytics can help you predict the customers most likely to leave so that you can follow up on their concerns. By directly asking them what you can do better, you might be able to understand what is affecting your customer experience! 

Sogolytics is more than just an NPS survey tool - and it’s for good reason. Customer Experiences needs to be holistic. While your NPS is the first step in understanding customer loyalty and satisfaction, it isn’t enough.
You can share the NPS survey frequently, while the Customer Effort Score (CES) surveys and the Customer Satisfaction (CSAT) surveys are more extensive and therefore need to be shared at longer intervals instead. Moreover, having a frequent proactive feedback form can also help inform your CX strategy.
While the NPS is a good indicator of loyalty, it isn’t enough to improve customer loyalty. You need to combine it with insights from additional questions as well as those from the other key metric surveys to understand exactly what you need to improve and act.