Net Promoter Score is a core KPI at many organizations. It is simple to measure and its findings can be used to indicate other metrics such as customer retention and revenue. Collecting your NPS is all well and good but the true value comes from using it to improve your business. The best way to do this is to combine the importance of NPS with the innovation of artificial intelligence. By combining these two key areas you unlock a whole range of ways to improve your organisation and below we look at 8 examples of ways this can be done.
The Current Challenge
Before we get into the specific ways you can improve your business, lets take a look at the current challenge a lot of companies face. NPS may be easy to measure, but it is not quite so simple to improve. It would be fair to assume that a detractor has had an unsatisfactory experience at some point during the customer journey. Actually identifying where this occurs is difficult, especially given the increasingly complex journeys that customers now take. That is why it is vital to collect verbatim responses along with your metrics and use more advanced conversational surveys and AI to drill down into the root causes of any issues.
So, once you start collecting your Net Promoter Score and the accompanying feedback, how can you start to use that data to improve your business?
1. Encourage customers to promote via social
When a respondent leaves you a 9 or 10 rating we refer to them as a promoter, but how much promoting are they actually doing? In most cases they will leave you a rating and then move on with the rest of their busy lives. Yes they might refer to a friend someone down the line but how about you get pro-active and get them to actually promote you very social media while they are in the process of singing your praises. Automatically enabling respondents to promote via social during the survey experience can offer a huge opportunity for promotion.
2. Capture complaints
On the other end of the scale, those who are leaving low scores are often likely to take to social media to air their frustrations. Give them an opportunity to vent to a chatbot and you could not only stop the bad press but give yourself a chance at actually resolving the issue and turning that customer into a promoter.
3. Make business improvements
Customers are vital to your business and quite often the best source for ways to improve your organisation. Use your NPS responses to find trends of the areas that customers have issues with or the areas that they enjoy the most and use this to develop new ways to improve.
4. Connect eNPS with NPS
Employee engagement is just as important as customer engagement and sometimes by correlating feedback from customers and employees you can better identify areas of improvement. Employees are on the front line dealing with real customer issues so might often have ideas themselves of ways to improve. If this correlates with common customers concerns then you are on to a win win. Being able to improve your customer experience while making your employees feel empowered by showing them their feedback has resulted in direct changes.
5. Improve retention
A higher Net Promoter Score results in better customer retention. Adding AI conversational surveys to your feedback approach can help you improve retention even further. Turning unhappy customers into happy customers or just by showing respondents you care through bot reactions and personalised routing will help improve the connection between brand and customer resulting in a higher chance of retaining them as customer.
6. Improve product
As well as improving your overall business, NPS feedback can be used to improve specific products or services. Ask relevant follow up questions related to the item or service the customer has purchased and text analytics can help identify key areas to improve.
7. Prioritise features
If you are looking for ways to improve and evolve your service or product range then using NPS and follow up questions can help identify the most important areas to focus on. Using tools such as sentiment analysis will help identify areas that have the biggest emotion impact on the customer experience or the areas that have the largest correlation with overall NPS. By prioritising these features you can deliver a better experience more quickly.
8. Close the loop
Conversational surveys allow you to close the feedback loop in real time by offering instant resolutions to customer concerns. The bot can have set responses to common issues or can perhaps offer to create a case with a relevant member of staff. This lets the respondent know that there issue is important to your company and allows a quick and easy resolution.
Sending out AI powered NPS surveys is one of the best things a company can do to improve metrics across the board. They are easy to set up and allow you to get candid feedback from your customers. They can be used to plan your company roadmap, gather more reviews, improve your service and increase customer retention. If you would like to know more about Conversational Net Promoter Score surveys then take a look at https://www.wizu.com/what-we-do/ai-powered-net-promoter-score/