How do you align your Net Promoter Score goals with your business objectives?

- Define your NPS goals and strategy to your key stakeholders - Educate the team and organization about NPS - Recognize and reward the team - Use the learnings from NPS feedback

At Qureos, we believe in doing a monthly pulse check to track the NPS. We send out a quick and short survey to all our users to get better insights.

A bonus tip: Set targets that are ambitious yet achievable. Avoid setting targets too high that they become demotivating or too low that they don't drive improvement

There are 3 different types of NPS scores (Competitive, transactional and relationship) and hence defining the targets against each takes a bit different approach. When considering transactional and/or relationship you should always look at your historical performance, your roadmap of initiatives and your vision to set NPS targets. Some best practices I have seen is using predictive experience and operational metrics together to set these bottom-up. When considering competitive NPS, a clear CX vision against competition and industry benchmarks is the easiest way to set a NPS targets. This takes multiple years to move, so you can even consider setting up an annual target with multiple year journey in mind.

Every interaction with a customer is an opportunity to build trust, deepen relationships, and drive positive outcomes. Respond to feedback from NPS surveys and address individual concerns but make sure you approach each situation with empathy and a determination to deliver exceptional service. In my experience, it is not just about resolving issues but also about fostering a culture of customer-centricity within our organization. I thrive on the satisfaction of knowing that our efforts make a meaningful impact on the success and satisfaction of our valued customers.

A coleta regular do Net Promoter Score (NPS) capacita as organizações a compreender a fidelidade dos clientes de forma contínua, integrada a outros indicadores de negócio. Além disso, possibilita o acompanhamento dos pontos críticos que influenciam as jornadas dos clientes, permitindo ação ágil para mitigar insatisfações.

I have seen NPS used most effectively as a relative metric for the Brand. A brand should understand who they are in the competitive landscape and who they are truly aspiring to become. For ex:, if you are a value brand, know how you compare against other value brands. Gaining and sustaining market share is a long game and NPS is a great indicator of how you are progressing while encouraging the organization to level up. NPS often fails when it is used as an operational target because teams feel disconnected from the score. What they want is to know what actions they are specifically taking that either hurt or help performance. Because NPS is determined by many factors, it makes it hard for people to mobilize emotionally and embrace it.