What's the point of NPS (if you ain't going to use it)
Ever do an online survey with the question, "How likely is that you would recommend [our widget] to your friends?" The thing is, I've never had a company whose surveys I've responded to contact me.
Ever do an online survey with the question, "How likely is that you would recommend [our widget] to your friends?" I do, regularly.
The collated responses form what's known by marketers and customer success types as a Net Promoter Score. It measures the relative likelihood that a set of customers would recommend or refer a product/service.
NPS is a controversial subject and many marketers are not fans. Comments on this UserVoice article for/against NPS are good reading.
The thing is, I've never had a company whose surveys I've repeatedly responded to contact me.
Why even bother asking if you're not going to reach out to customers and develop the relationship? Because I'm starting to think you don't actually care!