While there isn’t one “best” customer happiness metric, every metric has its own unique use case.
Net Promoter Score is one of them, and it was designed to be the right metric to predict customer loyalty or churn. So if you’re looking for inspiration on how you can start measuring NPS or improving your customer loyalty, you’ve come to the right place. We’ve gathered 31 top resources and articles to help you improve NPS and pad out your reading list.
Essential Guide to Improve NPS & Introductions
1. What is NPS? An Introduction to Net Promoter Score – John Mayfield
Today, customers have more power than ever to voice their opinion. As a result, it can cause either damage or build your organization. John Mayfield explains the NPS in great detail and why it’s so critical to listen and adjust to customer reviews.
2. How effective is Net Promoter Score (NPS)? – Shep Hyken
Identifies how to take advantage of the NPS system to maximize profits. While still keeping it quick and easy for customers. Shep Hyken also explains why it’s so important to keep up and adapt to a customer and why the NPS is critical for development.
3. My latest 9 recommendations for NPS – Bruce Temkin
Bruce Temkin is a customer experience transformist and his honesty, when discussing the NPS, is rather admirable. He advises on the flaws and how NPS has harmed organizations. As a result, his nine recommendations explain how you can use the NPS to suit your company and drive improvements.
4. The Number One You Need to Know – HBR
The original! These Harvard Business Review articles highlight just how important customer loyalty is for company growth. And how to increase the number of promoters and the importance of making this transparent throughout your organization.
A great page for understanding everything there is to know about the NPS. And it also explains just why the NPS is the number one favorite loyalty survey to choose. Zapier also underlines a key flaw of the survey: Customers can end up getting treated as just a number and companies can sometimes fixate and try to improve NPS just for the sake of it.
6. The Importance of Customer Loyalty – Nicereply
Before you start measuring NPS, you should know how the importance of customer loyalty impacts your business. While it’s obvious that customers who come back to spend more money is good for business, there are other, more subtle, benefits to loyal customers. Read on to find out why the importance of customer loyalty is crucial for business growth in 2020.
iScoop describes the process of NPS as a closed-loop system, instead of a one-way information path of customers giving you input that you can compile internally. It’s super important to think about how you can loop back to the customer and include them in the process.
Genesys suggests three great strategies on how to improve NPS score by making the customer experience better: Taking customers’ perspective, adapting the way you phrase the NPS questions, and getting bold with your decisions. In addition, rather changing the high-impact issues before the safe low-impact ones.
9. Journey to Greatness – Net Promoter System
A short video by 5 CEOs including the creator of the Net Promoter Score, Fred Reichheld, who describes how the scale started and the many different uses and values of the NPS system. As a result, you can use it across the whole company. Starting with HR and empowering employees to delight customers and measure loyalty.
10. An Overview of NPS for Customer Service Teams – HelpScout
In this article, HelpScout covers the basics of NPS for customer service teams: How to measure it, how to use it effectively, and tips on how support teams can help increase their company’s NPS
11. Introducing the Net Promoter System – Bain
An in-depth Net Promoter system that takes the Net Promoter scale to a more advanced level to ensure customer and staff loyalty in a company. This process breaks down the ways to act on the Net Promoter Score with a fast-cycle closed-loop system. The inner loop uses frontline employees to control any immediate issues to improve customer experience. Moreover, there’s an outer-loop system with those who track follow-up, assess data to improve NPS, and overall customer experience. An absorbing read before diving into the system yourself!
12. The Customer Experience Impact – Software Mag
Has the power of technology influenced the importance of customer opinion and a need for systems such as the NPS? Read this to see how to keep up with the fast-changing world around us.
13. A Practitioner’s Guide to Net Promoter Score – Sachin Rekhi
A classic article by Sachin Rekhi, Product guy at LinkedIn, on how they use the NPS to make decisions. He goes through the survey methods, analysis, and actions they take, so you get a full picture of their program.
Tutorials & How-to
14. The power of measuring customers’ experience – LiveWork Studio
Explains how to use the NPS alongside other qualitative and quantitative measurements. The NPS can complement them and ensure an overarching customer experience as customers interact at many different touchpoints, not just a single transaction.
15. How to use your NPS Promoters to gain fans like Taylor Swift – Nicereply
Taylor Swift isn’t everyone’s cup of tea. But she doesn’t focus on the haters, she focuses on the people who love her music. By doubling down on creating free content for them and interacting with them online, she makes sure her biggest fans stay loyal through the years. The same principle works for your company.
Taylor knows her target market well – and she doesn’t try to be something she’s not. By marketing directly to the people who are most like your NPS promoters, you’ll be more successful in the long run.
16. How to fully automate customer feedback – Baremetrics
Gives some great advice on how to process customer feedback on a large scale – while saving time without compromising the personal touch!
17. How to Calculate Net Promoter Score [Formula] – Hubspot
The article explains how to collect NPS, walks you through calculation by using the right formula, and shows you what do you do with it next.
18. How to Build an NPS program that gets Results – Nicereply
Yes, we’ve put ourselves on the list. But this article is worth it: we walk you through building a complete NPS program from start to finish focusing on closing the four loops of feedback.
NPS Best Practices
Explains how their NPS system maximizes upgrades. This excellent example shows the benefits of NPS and how they use an automated process to reduce the ‘churn’ and increase incentive requested by customers. It dives into the method they used to capture qualitative data quicker which enables a better response and sells more as a result! ‘Data gives you the What, NPS gives you the Why.’ Hence, the piece is well worth read on how an automated NPS process can offer better results.
20. What is a Good Net Promoter Score? (2020 NPS Benchmark) – Retently
Retently knows that Net Promoter Score lies in helping companies to track and maintain the relationship with their audience. In this benchmark, they looked at the absolute values of a good Net Promoter Score across industries, factors affecting NPS benchmarks, and steps that you need to take when comparing your scores against competitors to get the most out of your NPS score.
21. What’s the easiest way to get customer feedback? – Drift
E-mails are a great way to get feedback, but companies like Airbnb have used an ‘in-app’ survey to get more people to write reviews about their experience. It gives the company a benchmark and is a good indicator of the company’s future growth.
22. Zappo’s CEO at SatMetrix’ conference – Tony Hsieh
The CEO of Zeppo talks about how successful business centered on customer experience is. Still, word-of-mouth is the most successful way of growing, and the power of communicating directly with clients is what Tony Hsieh says is more important than marketing. A unique way to maintain and improve NPS.
The simplicity of the Net Promoter Score is what makes it so effective. These four tips show how to set your company apart from the crowded marketplace – a simple solution to a complicated problem.
24. NPS the pros and cons: why use NPS? – Survey Monkey
Survey monkey lays out the pros and cons of the Net Promoter score and addresses if it’s right for your company to adopt it. They also mention several types of research suggesting that an effort to improve NPS strongly links with business growth. So if you have a question about the NPS and whether it’s the right move for your company, you will probably find the answer there!
Macquarie operates in the telecom industry and was receiving four times the complaints of other telecom businesses. They give a detailed step-by-step description of how they totally embraced efforts to improve NPS: Implementing it and committing to it aiming at improving customer experience.
A range of case studies that demonstrate the success of NPS and business growth. Seeing how other companies have used Net Promoter Score with these external case studies is useful to see what ideas you can take from them to improve NPS.
The Potential Pitfalls of NPS
Not everyone agrees that to improve NPS is the best way to better customer service. It’s important to know it’s limitations to avoid them. We’ve also included four resources from its critics:
In this article, we are exploring the calculation in-depth so that you can avoid using the metric in incorrect ways. When used correctly, NPS can add incredible value to your brand, enable your customers to be more successful, and increase your revenue.
28. NPS – The Good, the Bad and the Dangerous – Joe Ballard
Joe Ballard explains how NPS can be problematic and counterproductive. Take note and avoid! it!
29. The Net Promoter Score – a Balanced View – Customer Champions
Draws the advantages and disadvantages of NPS and its ability – or lack of – to predict future customer loyalty. This article concludes that other techniques combined with the NPS would help yet to find actionable findings.
30. Net Promoter Score (NPS) – Use, Application, and Pitfalls – Checkmarket
Since the NPS is just the starting point; it is what to do after the survey that matters. And this site has some superb critical remarks from a scientific perspective about the Net Promoter scale accuracy.
The common questions that come up around NPS are “What is good Net Promoter Score, what should we be aiming for?”, and “Is our score good compared to others?” Regardless of any of the shortcomings, still one of the main reasons NPS is so widely adopted is that it is considered an indicator of potential business growth. So take a look at how we should really be thinking about how we stack up when it comes to NPS.