Net Promoter Score (NPS) is a measure of customer loyalty in the contact center, captured through post-engagement surveys. It is based on customer answers to the question: How likely is it that you would recommend our company/product/service to a friend or colleague?
A simple explanation of calculating NPS: The customer answers the question with a number of 0 to 10, with 10 representing most likely. Those whose responses are from 9 to 10 are Promoters; from 0 to 6, they’re Detractors; and from 7 to 8 are Passives, according to Bain & Co., which developed the system. To arrive at NPS, the percentage of customers who are Detractors are subtracted from the percentage who are Promoters. NPS can range from -100 to +100. The low score means everyone is a Detractor of the service, while the high indicates everyone is a Promoter. When NPS is higher than 0, that’s considered good; higher than +50 is considered excellent.
Understanding NPS provides a foundation for building better and deeper relationships with customers. The mission of a customer-focused brand is to provide a transformational experience to customers whether they browse, buy, renew or return. When designing contact center policies and training, consider five steps of transformational experience to drive positive NPS, which can translate to higher customer loyalty, increased lifetime value and rising revenue. The first of the five steps follows:
Step 1. Listen and Engage.
- Train Brand Specialists to engage with the customer by actively listening and giving customers a chance to speak and be heard.
- Specialists should be patient, express empathy and, when appropriate, apologize sincerely.
- Brand Specialists should build rapport with the customer by tailoring their approach and responses to them.