Top tips on why your business would benefit from NPS customer satisfaction survey feedback

1. Top Tips on why your business would benefit from NPS customer
satisfaction feedback
Emma Greenfield
Senior Account Manager and NPS Consultant
The NPS (Net Promoter Score) method of capturing feedback within Customer Satisfaction Surveys has grown
substantially in prominence. For those new to, or completely unaware of, the NPS model is designed to
measure the loyalty of a customer using the definitive question: “Would you recommend ‘Company X’ to your
friends or colleagues?”
Survey scores are on a scale of 1-10, 1 being the lowest score and 10 being the highest. The NPS methodology
then looks to segment these customers in to 3 categories: ‘Promoters’ – Strong advocates of your business,
very likely to recommend others through positive world of mouth, ‘Passive’ – usually satisfied customers but
susceptible to competitor offerings, and ‘Detractors’ – Generally non loyal customers, at high risk of leaving
your business.
Net Promoter, developed by Satmetrix, Bain & Company and Fred Reichheld, is now the worldwide standard
for organizations to measure, understand, and improve their customer experience. It is a powerful research
philosophy: both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your
business. The Net Promoter Score, or NPS®, is a straightforward metric that helps companies and every
employee understand and be accountable for how they engage with customers. It has gained popularity
thanks to its simplicity and linkage to profitable growth.
So what are some of the benefits to your business?
1. Make IT someone else’s problem
You don’t have to worry about technology or systems in which to manage your NPS program. We have built
and developed our own system which means that you can use our software without worrying about using your
own resource to do this. This means you can focus on your business, whilst our expertise in NPS system
development can provide you with real time customer feedback.
2. Anytime, anywhere access to results and reports
There is no waiting around for access to your customer’s survey comments. Our systems allow you real time
access as and when we complete a survey, allowing you to view your results simply through internet access.
3. Reduce the risk of bias
Outsourcing customer satisfaction surveys cuts out the risk of bias or the manipulation of survey scores or
comments. We are totally impartial and will tell you exactly what your customers tell us and provide you will
actionable recommendations
4. Make changes for the better
Feedback from NPS surveys will clearly show you where you are delighting your customers, but also where you
are disappointing them. You will be able to identify very clearly where your ‘weak spots’ are, allowing you to
plan changes that will improve the customer experience. Ultimately the aim is to reduce the number of
‘detractors’ and increase the number of ‘promoters’ within your customer base.

2. 5. Access to a wealth of features
We don’t just provide you with survey scores, our web based system will give you full real time access to call
recordings, overall survey scores and thorough in-depth reporting, as well as scores by question and survey
comments. It is a complete management tool which allows you to log in at any time, from anywhere, allowing
you to view, follow up and action those surveys flagged to you.
6. Retention
NPS surveys allow you to proactively take action when you receive negative feedback from a customer. This
allows you to reach out to the customer to address and resolve their issues, showing their perception matters
and hopefully preventing them from leaving your business to go to a competitor.
NPS satisfaction surveys are a great retention tool, highlighting not only what your customers are unhappy
with but also what they love and value the most, giving you the insight needed to not only change and fix
things, but also to keep doing what your customers really value.
Find out more about NPS here or at our dedicated micro-site www.nps-surveys.co.uk – one2one are officially accredited by
Satmetrix, creators of NPS.