4 ways I can improve my business using NPS Software to score my Net Promotor Score
September 5, 2017
September 5, 2017
Product management tools give companies more visibility into what is going on inside of their platforms on a daily basis. One of the key indicators in determining how happy or unhappy your users are would be using Net Promoter Score to track on a normal basis who are your promoters, detractors or neutral users. Once you have visibility into your customers state of mind using an NPS software solution you can then put a plan together to improve your overall score which result in lower churn, more reviews and an overall happy customer base.
Here are four specific actions you can take once you have implemented NPS software:
- Work with your detractors. This one is where you will save the most customers as you are getting feedback directly from users who are venting. They are literally telling you they are unhappy. Now is your time to reach out to them directly. Get on a call and get to work on rebuilding the relationship.
- Get more reviews. Everyone searches online to get feedback before selecting a solution. This is true for software as it is contractors. With the results of your Net promotor score you know who your big fans are. Now is your time to reach out to your promoters and see if they would be willing to leave you a review.
- Fix product problems. As part of the NPS software your users will get a chance to leave feedback about their experience. Read the feedback and you will usually pick up small changes like support documentation, user interface issues or other changes you can make to improve the product.
- Look for trends. You will likely see trends over periods of time to see if your product and customer experience as a whole is improving. Based on feedback you will be making changes to improve. You should always measure a change to see if it worked so you can review your score, apply changes, wait a few months and check back on the score. You will monitor changes to ensure the score goes in the right direction!
Information is only useful if you act on it. Implement NPS Software to gain the visibility into your customer satisfaction but be willing to put in the work to make improvements based on the results you see to truly make it valuable.