How to get a high NPS and what it impacts your business

When your company gets a high NPS (Net Promoter Score), it means that your consumers are promoting your business.
It’s an important metric to know if you’re heading in the right direction.
Understand a little more about NPS and how to use it to leverage your results below.

First of all…
Do you already know what NPS is?

Have you ever been asked to answer a survey that asked you from 0 to 10 “How likely are you to recommend our company to a friend or colleague?”?
You were taking an NPS survey!
NPS is a methodology whose objective is to measure the degree of satisfaction and loyalty of consumers of any type of company.
Due to the simplicity, flexibility, and reliability of the methodology, NPS has become widely used in various situations.
It was created by the American Fred Reichheld, who graduated and MBA from Harvard.

And what does a high NPS impact on your business?

A growing NPS reveals that your business is constantly improving.
If every time your consumer comes back, he has the perception that the service is better, the more likely and confident he will be to recommend your business.
According to Jonah Berger, Ph.D. from Stanford University and author of “Contagion – Why Things Catch On”, most of the promotion of a business (whether positive or negative) happens offline, that is, by word of mouth.
This is also the most difficult way to measure.
Filtering how many times your business has been mentioned on twitter is easy.
Now, how to control what is said outside of social networks?
That’s where NPS comes in!
It is a way for you to monitor the growth of your business and make the necessary adjustments so that it grows in the right direction.

Want to know more about how NPS works?
Come with me!

Notes 9 and 10

When someone gives grades 10 and 9, it means that this person is a promoter, that is, they will speak well of your company to other people and indicate positively whenever someone asks what they think of your service.

Notes 7 and 8

8 and 7 are neutral notes and mean that the person will not shout at the four corners how much they liked your company, but they will not speak badly either.
It’s ok!

Grades 6 and below

From 6 down…
Ihhh, that complicates things!
It means that the person is a detractor, that is, they didn’t like your service and if someone asks about it, or even without asking, they will probably say: Don’t go, don’t use it, I didn’t like it!
Based on a sample of users, NPS is calculated as the percentage of promoting users minus the percentage of detractors, multiplied by 100.
The values of an NPS can be from -100% to 100%.

Now that you know what NPS is and how to calculate it, you may be wondering…

How much, after all, is a high NPS?

An NPS of 65% or more is already considered good and indicates the growth of your business.
Businesses that achieve one above 95% are rare, but it is possible to obtain.
See more in the table below: [table id=”4″ /] To give you an idea: Apple, Amazon and Netflix, for example, which are companies very well regarded by consumers and can reach NPS between 68% and 72%, that is, high. Thus, more important than getting a high NPS is to assess whether your NPS is rising over time.
Oops, if more important than knowing how much the NPS is is to increase it, then…

How to increase NPS?

To find out the points of improvement of your business, you can include some segmented questions.
I’ll use a physical establishment as an example, to make it easier to see, okay?
“How satisfied you were with your service; with the cleaning of the establishment; with the temperature of the environment; with the waiting time; with the difficulty of scheduling an appointment, etc.”.
Usually one or two points have a significant impact on NPS.
An NPS 7 can indicate, for example, 3 10s and a 5 or below.
You need to find out what the crucial points of your business are, invest in improving these points and your NPS will go up and up!

Now that you know everything about NPS and how to use it strategically, I’ll give you some bonus tips, based on my experience.

In the last 5 years, I have organized events with low NPS and high NPS, from 60 to 97.
Always after the event I asked the participants to answer a satisfaction survey, so I started to observe some patterns: When the food was bad, if there was a lack of food, if the chair was not comfortable, if it was too hot or too cold or if the event was delayed too much and the schedule times were not followed, a single point like this made the NPS of the entire event plummet.
All of this is the basics for organizing events. It is the least that is expected. If the basics are not delivered, it is likely that the person will pay attention to what was “missing” and not focus on the “core” heart of the business.
That is, no matter how much your business is differentiated, how many “extras” do you offer if you don’t deliver the basics.