A Net Promoter Score (NPS) is designed to gather feedback from your existing customer base for your services rendered to generate more Google reviews for your business! The NPS is a way of measuring customer experience. You can use NPS to grow your business by using it to get more Google reviews and improve your website's ability to rank on Google search:
"Google review count and review score factor into local search ranking. More reviews and positive ratings can improve your business' local ranking. Your position in web results is also a factor, so search engine optimization (SEO) best practices apply." - Google Support
Learning how to improve your NPS can help your business in a big way. User-generated content is one of the most powerful aspects of digital marketing today, so why wouldn't you want to take every opportunity you can to inspire your customers to leave glowing reviews?
What is NPS and how do you create an NPS score?
Your Net Promoter Score is a really valuable market research metric that is essentially a measurement of the likelihood that a customer would recommend your company, product, or service to a friend. It's one of the best ways to measure your customer satisfaction online. Your NPS will tell you exactly how your customers feel about your brand and will let you know the percentage of your customers that love or hate your brand. You will learn how many customers are happy or unhappy with your brand. With that information, you can work on improving your overall quality of customer experience.
Building the NPS workflows
- Create email templates
- Create the NPS contact list
- Create workflows
- Establish a timeframe
Collecting your customer feedback
You will need to send a customer feedback survey to your customers, asking them how likely they are to recommend you to a friend on a scale of 0 - 10.
0 - 6 Detractors
7 - 8 Passives
9 - 10 Promoters
- Create the customer feedback form
- Create at least 3 questions that can help a business get valuable feedback
- Create different paths for negative feedback and positive feedback
- Pass negative feedback to the support/ customer service team
- Post positive feedback on google my business profile or where it's most useful for the organization.
- Send a thank-you follow-up email after receiving the feedback
- Create 1 email for positive feedback to customers
- Create 1 email for negative feedback customers
- Create a follow-up system to get in touch with customers/ users with negative feedback
How do you do it at Loop? We use HubSpot marketing tools.
- We use HubSpot to send emails
- We use HubSpot, Zapier, and Typeform to build an effective and easy-to-use NPS system.
- We create survey questions with Typeform
- We use Typeform analytics to see the feedback
- We send NPS emails via HubSpot
- For more information check out Everything You Need To Know About NPS From HubSpot