The final installment in our Best Practices blog this week, 5 Steps to Implement Net Promoter Score, is Step 5: Report on the Effectiveness of Improvements. Thursday’s blog featured Step 4: Prioritize and Implement Improvements.
Step 5: Report on the Effectiveness of Improvements
- Determine how you will measure the success of improvements, starting with changes in your NPS score.
- Celebrate material improvements in results with the team.
- Share individual results with each Brand Specialist as feedback.
Once you have implemented an NPS lifecycle, follow its progress to ensure that it’s effectively reflecting customer experiences as well as feeding the continuous improvement loop to optimize the customer experience. Measuring and communicating progress of improvements to the team should help perpetuate the cycle.