Customer Experience is a top priority at VistaVu, with a key measurement being our quarterly NPS (Net Promoter Score) surveys. Insights from this survey help our team better understand areas of improvement and shape the programs and initiatives that we implement. Read on to understand what NPS is and how we use this information internally to better serve our customers.
What is NPS?
The Net Promoter score (NPS) is a leading metric for measuring customer satisfaction and loyalty. It is designed to gauge the willingness of customers to recommend your products and services to others. The score is determined by a single question:
On a scale of 0 to 10, how likely is it that you would recommend our organization to a friend or colleague?
Based on the score provided, customers are classified into one of three categories:
Detractors [0-6]: unhappy customers who you are not only at risk for losing, but could also do damage to your brand
Passives [7-8]: indifferent, providing the opportunity to become a promoter, or could also switch to your competition
Promoters [9-10]: enthusiastic, loyal customers who will promote your company to others
Once the survey results have been collected, the net promoter score is determine based on the following formula:
NPS = % Promoters – % Detractors
Scores can range from -100 to +100, with the average NPS score of more than 150,000 organizations being +32.
What do we do with this information?
VistaVu’s first NPS survey in 2018 delivered less than favorable results with a cumulative score of -6. From this point three years ago, we’ve managed to increase our score to 51.4, which according to Bain & Company can be classified as “excellent”.
Our score increased significantly over the last three years based on an important second question that we include in our survey: ‘what improvements should we make to achieve a higher rating?’.
Our Customer Experience (CX) team combs through the data after each quarterly survey to carefully read the comments and follow up with detractors, passives, and promoters individually to get additional detail on ways we can improve. Based on these conversations, our team implements changes which can be as simple as minor adjustments to processes, improving ticket details, or larger initiatives such as standing up a PMO organization to improve project management consistency.
Following up with suggestions provided by our customers has had a profound impact on not only our NPS scores, but our customer’s overall experience.
Our most recent NPS survey identified areas of improvement in ticket timeliness and increased staff training which we’ve already started to address with new hires and internal training cohorts.
These changes don’t just happen overnight; it is important to gather data consistently and iterate on improvements as part of your company’s overall strategy. Having a robust approach to NPS where multiple teams are involved in the process is key. Without cross-functional alignment across CX, Support, Services, Delivery, Sales and Marketing, it can be challenging to move the needle on customer satisfaction. Active internal communication and information sharing can go a long way to support your journey.
To learn more about our Customer Experience team, take a look at our blog from Lezli Giguere, VP of Customer Experience ‘Customer Experience is an Ever-Evolving Journey’.
If you have any questions, please don’t hesitate to reach out to our team.