NPS Customer Service

Complex project design for building the best customer journey

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Services in numbers
100%

Of our clients confirmed connection between NPS and average bill growth

100%

Of our projects include NPS measurement

100%

Of reimbursement we guarantee in case you won’t be satisfied with our program

How it works?
  • You fill out the request
  • We analyze your indicators
  • We find insights and connection
  • We correlate NPS and standards performance
  • We give you a strategy how to increase your average bill and high margin sales
Benefits
  • Advanced analytics

    Advanced analytics

  • verified
  • Right standards and research methods

    Right standards and research methods

  • verified
  • Competitors comparison

    Competitors comparison

  • verified
  • Big data forecasts

    Global NPS database

They have already improved their performance
UniCredit
UniCreditBank

“It’s worth noting the following advantages of working with 4Service Group: – User friendliness of “Shopmetrics” platform. – A large base of mystery shoppers, thus facilitating “rotation” standards. – Flexibility and high-professionalism of the project team. As a result of our experience, UniCreditBank would like to fully recommend 4Service Group as a reliable and competent Mystery Shopping provider.”

Nivea
Nivea

“A large base of mystery shoppers allows evaluating the quality of service with the coverage of the whole country. Comfortable functionality of the report-system allows producing the statistic data in the frame of each store and consultant, in addition to the questionnaire components. Such a method of data flow allows to rapidly monitor the level of service, as well as to provide prompt feedback to our employees. All of the above help us to greatly increase the level of professionalism.”

Jysk
Jysk

“The polls are carried out with a certain frequency in order to keep track in time; the procedure has been done for decades. We conduct them once in half a year, measure brand knowledge, brand attitude, consumer perception of price level, quality level compared to specific competitors as well as how our consumers perceive the level of service in the store, that is, we evaluate all the factors. ”

Karcher
Karcher

“We started out with an open audit concept. But this concept did not reflect our real goals. In other words, the customer’s point of view was missing from the equation. And then we decided, after receiving the first results from our Russian colleagues, to start afresh with mystery shopping as a new tool to improve our sales performance.”

Socar Cases
Socar

“Socar highly recommends 4Service as a reliable partner. They conduct high quality quantitative and qualitative studies and provide invaluable guidance on how to move forward.”

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Grow the NPS of your customers for 12% with us!

Are you aware, It is 6-7 time more costly to attract a new customer than to retain an existing one? Take a chance to increase the loyalty of your clients, improve your business and reap the benefits of mystery shopping program!

Know how

Conducting business at your own risk, trusting your intuition, is never enough for being successful. Important factor is collecting feedback from consumers. Without feedback, marketing thinking cannot be formed properly. As a result, you do not know for sure what customers need, and how much. Market research reduces such risk.

In reliance on results of marketing study, you can easily find out future demand, and how many goods are needed. Moreover, you can make forecasts and create demand for products that are more profitable to sell.

Retrospective View: The Origin of NPS Scoring System

Frederick F. Reichheld is an author of net promoter score analysis. In 2003, the employee of Bain & Company agency noted the ineffectiveness of standard polls. Firstly, they are usually too long, and customers just do not have any desire to make them thoroughly till the end. Secondly, they are difficult to analyze: too much sometimes ambiguous data is obtained.

His article in Harvard Business Review describes explored relationships between various questions that a company could ask a client to answer, trying to define the best way for checking customers’ experience. Only after testing all possible questions, he chose a “would recommend” one.

Articles about NPS score customer service often overlook original reason and motivation that made Reichheld consider this metric to be the main: a loyal customer is a freelance marketer of a company. Even if consumers stop using company’s services for some reason but are satisfied of their quality, they would still recommend it to their relatives, friends, and acquaintances. Thus, a client net promoter score is directly related to the company’s growth.

NPS at the Workplace

So as each employee to understand what the essence of NPS index research is, senior management often conducts brain-storming, organizes training, motivational programs, internal contests, etc. This also promotes understanding among the staff of the current state of the organization’s activities, making employees to think and plan what can be done to modify and polish up each segment and stage of interaction with the target audience. In addition, companies include this parameter in the KPI system, introducing a direct relationship between salary and loyalty indicators.

For instance, when Lego tracked there was a problem with the goods transportation (they often arrived in damaged packaging), structural changes were immediately introduced to the packaging workshop. Thus, the problem was fixed. Lego prevented the further increase of uncontended consumers.

Moreover, Lego informs employees about the NPS index through a corporate newsletter on a monthly basis. What is precious, the senior executives provide their staff with reasoning of what was done right and wrong, noting the ways to resolve arising issues.

Decrypting the NPS Score Scale

Here is a NPS measurement, presented in a form of scale between zero and ten. It is perhaps the easiest of other loyalty indicators in terms of procedure for conducting a survey and calculating the result.

The basis of nett promoter score technique is simple: you should ask one question: rate your willingness to recommend us to everyone from your surroundings on a scale of 0 – 10 (formulation of question may vary).

In this net promoter score system, users are ranked by category:

  • 0 – 6 points — detractors — unsatisfied customers who do not like our product or service. They will most likely leave negative reviews about you and recommend others NOT to go for your services;
  • 7 – 8 points — passives — visitors who are happy with services achieved, but no to the extent to make them recommend it to everyone. They will not criticize your publicly or on internet, but they are quite capable of choosing your competitors in case of their making a better offer;
  • 9 – 10 points — promoters — satisfied customers who are ready to recommend your services.

NPS Net Promoter Index Calculation

All you need to calculate NPS promoter score is taking away the number of detractors from the number of promoters (in percent).

If the number of promoters is 20%, while the number of detractors is 10%, then net promoter score customer satisfaction level equals 10%.

The value of this parameter can vary from -100 till 100. In this case, -100 means complete absence of promoters, and 100 corresponds to the fact that your business attracts promoters only.

In accordance with the Temkin Group study, promoters differentiate from other categories in term of:

  • they make repeat purchases 4 times more often than all other clients;
  • 5 times more tolerant to your mistakes;
  • test your updates 7 times more actively.

Not a single business reaches its maximum NPS net promotor score values, but there are average indicators for the industry.

Moreover, it is necessary updating the data periodically. It is difficult to define how often a company is to convey net promoter score customer experience survey: the optimal time interval for each organization is different (NPS company or service can help though). For instance, an online clothing store may be interested in user’s attitude to their services after each purchase, while manufacturer of mobile applications — every three months.

Interpreting NPS Score Analysis Results

A positive net promoter score scale index is a sign that company’s customer base consists of loyal consumers mostly. In turn, this means possible increase of the number of visitors.

If the index reaches 50 or more, then your net promoter score marketing performs its functions: your customers are satisfied with achieved products or services. In this perspective, your crowd marketing and online reputation of the brand are pretty well. However, a value of +30% is also considered as a good result.

For information, net promoter score companies offer following calculations of how the number of your users can change, depending on the number of satisfied and unsatisfied customers:

  • 6 positive recommendations equal 1 new client;
  • 1 negative means minus 5 positive recommendations;
  • 1 negative recommendation means minus 0.83 new customer;
  • 1 detractor means 4-6 negative recommendations;
  • 1 detractor equals minus 4.15 new customers.

Benefits of NPS Feedback Analysis

The main advantage of net performance score is that it clearly indicates direction for improving question of service. This methodology shows the degree of customer satisfaction and their expectations, as well as their willingness to assist you in developing your business activities.

Besides, customer satisfaction survey NPS is simple and convenient and does not need a lot of customers’ time, attention, and effort. At the same time, it is enough informative to be valid and valuable.

For information, client net promoter score performs a predictive function. In this perspective, a company can plan the volume of sales and capacity utilization, expecting an understandable influx of people.

The list of net promoter score survey advantages also includes the following:

  • availability — measuring net promoter score is accessible for organizations and separate employers, regardless of their sales volume, location, etc.;
  • standardization — this metric is trusted by large players in various niches (Apple, American Express, and other net promoter score UK, USA, and European companies);
  • comparability of results — if necessary, a business can easily compare achieved result with competitor’s ones and find out areas of work for improving company’s reputation.

What Influences Net Promoter Score Service?

To start with, values of NPS measure customer satisfaction, that’s for sure. But NPS management is based not on NPS client satisfaction only. There are two more factors that can affect this index:

  • performance of competitors — a person may love services your company offer, but if your competitors have recently updated and made something more valuable and precious, the attitude will certainly change (it is necessary improving net promoter score regularly);
  • patience of consumers — making mistakes is a natural process, and your most loyal consumers understand this fact, without a doubt. However, if you messed up several times, this will influence your NPS customer experience and minimize the quantity of satisfied customers.

Improving Net Promoter Score Employee Satisfaction

To improve net promoter score means to make your company’s services better. First of all, it is a must to work with reviews made by detractors. They may be sometimes too critic, but include a lot of useful information.

In accordance with a study by Lee Resources, up to 70% of detractors are ready to continue cooperating with a company if they work on their complaints. Obviously, it means to contact a non-satisfied consumer — send an email or make a call. This will help finding the reason of disappointment and acting on the situation (offer a refund, exchange, etc.).

The next step is to cooperate with passives. To make NPS marketing successful, a company can make extra offers to make this category more interested in services and thus more satisfied.

Of course, NPS scores companies should always remember of their promoters. That means constant encouraging their love and support to your organization’s services:

  • inform them about your updates and specials;
  • make a special offer;
  • send a gift;
  • thank them for good feedback — send an email or call, show that you noticed their rating, and you appreciate it.

Conclusion, or Why Net Promoter Score Marketing Is a Must

Without a doubt, NPS survey companies are extremely popular. Several organizations rely on NPS analytics results and use this method as a tool for studying customer loyalty to their activities. However, it is not enough knowing exact figures. It is worth interpreting achieved data in accordance with offered methodology if business owner is ready to improve NPS.

Understanding cause-and-effect relationship is the key to success. Without this, survey NPS score will be useless. All in all, the right approach will help find new and more effective ways of promotion, improve existing processes, and prepare business for innovation.

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