Think of a time when you’ve gone to a store and the experience you received didn’t meet your expectations. Now think of a different time where you were just “wowed!” The range from disappointment to delight occurs each time we interact with companies, whether it is at a supermarket, car dealer, retailer, or software services. Each time we interact with a company, we make mental notes about the transaction and our level of satisfaction with the company. How do companies know what their customer satisfaction is? In 2003, the concept of Net Promoter Score was born. Net Promoter Score or NPS is a tool that can be used to gauge the loyalty of a company’s customers. Companies that care about customer experience, care about NPS because it can be tied to growth and retention.
Obtaining Net Promoter Score is a great way to start understanding how your customers feel about the customer experience you’re delivering. To understand what improvements might be needed, companies have turned to bench-marking their processes and driving improvement projects from customer feedback. The goal is to make changes that positively impact the NPS so that customers continue to do business with your company or even to attract additional customers. Taking measurements after the each process improvement allows companies to see what effects the change has had on NPS.
Having personally implemented an NPS program to measure DocuSign projects, I’ve seen how a company can dramatically improve their score by continually measuring each time improvements are made to a process. Remember that improvements should focus on the experience from the customers’ perspective. I’ve compiled a step by step guide on how to measure NPS and its best practices. Get started today!