Often a company has difficulty measuring how satisfied its customers are with the product or service offered and runs the risk of having difficulties to expand its customer network and even lose current customers who are dissatisfied, but how to have secure knowledge the level of customer satisfaction?
It's simple!
Just use the NPS method.
The NPS acronym “Net Promoter Score” is a methodology created by the American Fred Reichheld, with the objective of measuring the degree of satisfaction, customer loyalty and service quality of any company.
The method has gained wide recognition and use worldwide, due to its easy application and high reliability.
But how to calculate and evaluate your NPS?
It's easy, through clear, direct questions like, “On a scale of 0 to 10, how likely would you recommend our company to a friend?” “On a scale of 0 to 10, how do you rate customer service?” and through the responses received it is possible to classify your customers into three categories, detractors, neutrals and promoters depending on your evaluation.
- Detractor customers are those who give scores between 0 and 6, indicating that their lives got worse after purchasing the product or service from the mentioned company. They criticize the company in public and would never do business with it again, except in extreme situations.
- Neutral customers are those who give it a 7 or 8. They even like and consume the brand, but they are not loyal. They may be convinced by the competition and will likely stop consuming from your company.
- Promoter customers are those who rate 9 or 10. They are satisfied with your company and/or service or products delivered. Generally, they are those who started to have a better life after starting their relationship with the company. They are loyal, offer feedback and are enthusiastic. In addition, they are also public advocates for the brand.
It's time to multiply your sales
With this data it is possible to calculate your NPS through a simple formula Net Promoter Score = % PROMOTING CUSTOMERS – % DETRACTOR CUSTOMERS = %NPS.
After calculating the NPS scores, it is possible to classify the company into 4 classification zones, but it is always good to remember that the scores are not permanent and it is possible to increase your classification through a well-done targeted planning.
- Zone of Excellence – NPS between 76 and 100
- Quality Zone - NPS between 51 and 75
- Upgrade Zone – NPS between 1 and 50
- Critical Zone - NPS between -100 and 0
But after all, what are the real benefits of applying the NPS methodology in your e-commerce?
Several, ensuring that your company is always working to be in the zone of excellence, the chances that your customers will recommend your services to other possible customers are greater, even putting their credibility as another attribute of value of your product or service in addition, of course, to retain current customers and reduce the chance of your company being replaced by the competition.
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