Why should you care about your NPS?
Posted: Thu Jan 23, 2025 8:36 am
A good NPS can be used to generate positive interactions and ambassadors for your company. Organically, you will have clients with good impressions and generate the so-called “Brand Advocates” .
What is it about?
“Trademark Lawyers” are clients who are going to:
Be active in communication channels;
Post product reviews with positive suggestions;
Bring in new customers ;
Generate repeat purchases by having high confidence in your work.
Plus, they'll promote events and defend your business against negative reviews. So yes, there are plenty of positive reasons to focus on this metric .
Don't forget to be alert, because you certainly know the risks of having a bad evaluation of the experience provided by your company and you will need to address it.
Today there are feedback and public comment sites to france whatsapp resource evaluate the experience with companies.
Unfortunately, these sites feature comments, both positive and negative, from people who have had a problem, and you will have no control over moderating them.
What affects an NPS score?
Where should we act to change NPS evaluations? What are the points that really make a difference in the customer's life?
These questions are very strategic and should be answered by you and your customer service team. The answer probably lies in the greatest needs your customers have and what motivates them to buy your product or service.
Recently, our Customer Success team at RD Station International created tutorials for each of the RD Station Marketing features and sent them to Pro Plan customers.
The biggest surprise was seeing that the video most frequently consulted by our clients was Email Marketing. One of the features that we considered to be the simplest to use.
When we produced the material, we thought we would have lots of access to tutorials on features like Lead Scoring and Lead Tracking (which are a bit more complex to use). But no, customers increasingly wanted to learn more about the module they use the most.
This case is an example that our perception can never be the only decision factor for the advancement of projects with clients.
Survey Monkey (the most popular platform for creating surveys) conducted a mapping to see which factors most influence NPS responses for Software companies.
Among the 4 factors that were the most prominent , on a scale of 0 to 5 points, are:
1. Trust: By increasing trust satisfaction by one point, the company can improve its NPS by 29 points.
2. Security: By increasing one point in the security aspect, the NPS increases by 17 points.
3. Ability to integrate with other software: when satisfaction with the operation of applications with other software increases by one point, the NPS increases by 10 points.
4. Functional user interface: By increasing user interface satisfaction by one point, NPS increases by 19 points.
What is it about?
“Trademark Lawyers” are clients who are going to:
Be active in communication channels;
Post product reviews with positive suggestions;
Bring in new customers ;
Generate repeat purchases by having high confidence in your work.
Plus, they'll promote events and defend your business against negative reviews. So yes, there are plenty of positive reasons to focus on this metric .
Don't forget to be alert, because you certainly know the risks of having a bad evaluation of the experience provided by your company and you will need to address it.
Today there are feedback and public comment sites to france whatsapp resource evaluate the experience with companies.
Unfortunately, these sites feature comments, both positive and negative, from people who have had a problem, and you will have no control over moderating them.
What affects an NPS score?
Where should we act to change NPS evaluations? What are the points that really make a difference in the customer's life?
These questions are very strategic and should be answered by you and your customer service team. The answer probably lies in the greatest needs your customers have and what motivates them to buy your product or service.
Recently, our Customer Success team at RD Station International created tutorials for each of the RD Station Marketing features and sent them to Pro Plan customers.
The biggest surprise was seeing that the video most frequently consulted by our clients was Email Marketing. One of the features that we considered to be the simplest to use.
When we produced the material, we thought we would have lots of access to tutorials on features like Lead Scoring and Lead Tracking (which are a bit more complex to use). But no, customers increasingly wanted to learn more about the module they use the most.
This case is an example that our perception can never be the only decision factor for the advancement of projects with clients.
Survey Monkey (the most popular platform for creating surveys) conducted a mapping to see which factors most influence NPS responses for Software companies.
Among the 4 factors that were the most prominent , on a scale of 0 to 5 points, are:
1. Trust: By increasing trust satisfaction by one point, the company can improve its NPS by 29 points.
2. Security: By increasing one point in the security aspect, the NPS increases by 17 points.
3. Ability to integrate with other software: when satisfaction with the operation of applications with other software increases by one point, the NPS increases by 10 points.
4. Functional user interface: By increasing user interface satisfaction by one point, NPS increases by 19 points.