From the way you craft your survey emails to how you follow up on your results, there’s a lot that can influence the overall success of your NPS program — and the long-term impact it has on yourorganization and revenue.
Though your survey questions might be one-size-fits-all, your emails shouldn’t be. Personalize your messages with the recipient’s first name and have a team leader electronically sign it to add a more personal touch. You should also use your unique brand voice in the message and ensure it looks (design) and feels (tone) like your organization. Cookie cutter comes across as too impersonal.
Always follow up with customers who provided out-of-the-ordinary responses. Detractors always take priority, and we generally recommend working to fix the issue noted within 24 hours. The Service Recovery Paradox shows that a proper response here can cultivate even more long-term loyalty than a Promoter. If someone was particularly happy with your service, they deserve to be followed up with as well. Thank them and tell them you also enjoy working with them!
>>View our blog post on the Service Recovery Paradox
The Service Recovery Paradox
Be transparent with your results and send them to your entire participant base. Thank them for taking part. Then share two things you learned from the survey, one thing you found that needsimprovement and one action you’re taking to make that change. This holds you accountable, increases transparency and shows that you value the client’s input, as well as the time they took to provide it.
Click here to learn more about the 2-1-1 follow-up methodology.
In order to achieve a world-class or even excellent NPS, you need the entire team on board — not just a handful of higher-ups. Champion an employee (or an entire team of employees) to lead the program and task them with owning the tactical components of your NPS initiative. Once an action plan is in place, make sure all stakeholders know their role in the process, as well as how their individual actions influence the customer experience and your overall NPS results.
If you want your team to care about your NPS score — and, more importantly, improving it — recognizing and even incentivizing their service wins is key. Whenever an employee is recognized in an NPS survey, spotlight them internally — calling attention to what they did, why it worked, and what the client’s response was. To further drive passion for the program, you can even offer incentives like quarterly bonuses for NPS scores over a certain threshold ($500 every quarter if your NPS is 70% or higher, for example).
Promoters have let you know that they are satisfied with your services, but that doesn’t mean they don’t deserve as much attention as Detractors! Ask Promoters to help you tell your firm’sstory of service excellence - whether by referring your services to members of their network, sharing a testimonial, or providing a rating or review online - these satisfied customers are yourfirm’s most powerful marketing tool.