NPS (Net Performer Score) is one of the most critical metrics in any website, yet it’s commonly pushed to the side. That’s probably the case because efficiently collecting the website NPS is quite complex, especially for the untrained.
Worry not – below – we’ll define what NPS actually is, how it’s measured, and give you some key pointers on how you can collect your NPS in a professional, fast, and efficient manner.
Defining Net Promoter Score
Website NPS is a net promoter score. This score is defined by the percentage of website visitors and customers who are likely to recommend your website or services to their peers. You’ve likely experienced this quick pop-up questionnaire after making a purchase on an eCommerce website or after getting customer service.
It’s one of the most important metrics that any website can have. Through the use of NPS, you can give your website visitors an easy way to rank your service and give you some crucial feedback on their specific case, which allows you to implement the necessary changes that result in a good ROI and overall growth.
Website NPS is one of the cornerstones of website UX, and ensuring that the score is as high as possible will make sure that your visitors and customers are having a good time on your website.
How NPS is Measured
NPS is expressed in a numerical value, and it’s measured via a calculation. The equation is relatively simple, and there is software that makes it even more straightforward. If you want to do it the old-fashioned way, you’ll have to subtract the detractor percentage from the promoters’ percentage. Detractors are customers that have had less than ideal experiences with your website, while promoters are the ones that have had a good experience.
Following this logic, the equation would look something like this:
Promoters ( 60% ) – Detractors ( 14% ) = Net Promoter Score ( 46 )
While percentages are used to calculate the promoters and the detractors, the NPS is expressed in plain numbers, not expressed as percentages.
What Can You Use NPS for?
Website NPS is one of the most useful metrics in UX. It has a lot of applications, such as benchmarking, tracking experience, and customer relationships.
Using NPS for Benchmarking
Benchmarking with website NPS is one of the best things you can do. Through the use of benchmarking, you can put your NPS to work and measure customer loyalty. Benchmarking is one of the best processes for comparing performance and processes that contribute to the NPS, and adding NPS into the equation can only improve it, thus leading to happier, more loyal customers.
Using NPS for Tracking Experience
Tracking customer experience is a fantastic way to measure how your clientele is responding to the changes you implement. By doing this, you can ensure that all of your changes have a positive impact on your overall UX, which will ultimately result in better returns.
Using NPS for Customer Relationships
Building customer relationships is one of the hardest things to accomplish. Most customers have specific relationships with specific types of businesses and brands, but you can use NPS to your advantage. By using the website NPS metric, you can measure all the defining traits and devise data-driven solutions to improve customer relationships on a unique scale, as well as gain crucial UX insight.
How to Make NPS Better?
While NPS is one of the most instrumental metrics in any customer management operation, making it as good as possible isn’t the easiest thing in the world. If you want to ensure that your website NPS process goes through as smoothly as possible, you’ll have to follow the four golden rules listed below.
1. Make Surveys Short and Clear
A common mistake most people make when devising their NPS questionnaire is making the survey overly complex, long, and quite boring. Customers don’t want to spend hours filling up a form after they’ve made a purchase.
The best way to present this is in a slick, engaging, and sexy manner. Customers want something short that doesn’t take too much time out of their day, so you’ll have to comply.
2. Send Reminders
Reminding customers to fill out your questionnaire can be quite annoying, but it’s actually one of the most useful tools to engage your customers. Finding the right balance is crucial here, as you don’t want to drive away your customers – just remind them about your engaging, UX orientated questionnaire.
3. Make Them Responsive
Gamification has revolutionized things such as learning, and its implementation in the NPS process has made it that much better. If you truly want to make your customers engage with your NPS, you’ll have to make it as engaging and responsive as possible.
There are many add-ons, programs, and software that will allow you to customize your questionnaires and make them that much more appealing and responsive to your customers.
If possible, reward your customers for filling out the questionnaire with a special discount on a select item or anything else that you can offer. It entices the prospect to engage with the questionnaire and leaves you with crucial feedback.
4. Offer Multiple Languages if Needed
If you’re working on an international scale, or you’re on a website that’s free cornered by people who speak different languages, one of the best ways to improve your NPS gathering is to offer the survey in more languages.
Offering the survey in the visitors’ native language will let them know you care about them and will increase your chances of getting them to do your survey.
Website NPS is one of the most useful metrics in a customer relationship manager’s arsenal, and it’s integral to improving your overall customer satisfaction and UX. Through the use of NPS, you can make your internal and external operations that much more customer-friendly, streamlined, and better, so you’ll yield a better return, boost your ROI, and create customer loyalty.