NPS is Broken: 6 Strategies for How to Fix It

Net Promoter Score, or NPS, is considered a leading growth indicator across industries. It is a measure of customer loyalty that can be benchmarked across other players in your industry.

When NPS was developed back in 2003, the world of customer experience and communication looked vastly different. Over the past two decades, advancement in digital technology and our understanding of human behavior have changed much about the corporate approach to sentiment analysis.

Our new guide 6 Actionable Steps to Improve NPS walks through six new strategies to help you improve your company’s NPS experience, targeting, follow up, and more for a better score and deeper customer loyalty.

6 Actionable Steps to Improve NPS

Today, we think about experiences in emotions rather than in numbers. When you ask someone if they liked something, their first instinct isn’t to give you a ranking on a scale. NPS does not help companies understand customer emotion in real time, nor does it give insight into how emotions shift through customer journeys.

We know NPS can be a powerful tool if used correctly, and recognize the value in having one metric to provide a holistic pulse on your customer experience. Unfortunately, the way it’s used today by many companies can have flawed results.

Today’s net promoter scores often:

• Reflects a small data set
• Is confusing by nature
• Doesn’t map the customer journey over time
• Targets the wrong audience

NPS isn’t going away any time soon. Too many companies rely on this metric, and we acknowledge that for many of you reading this right now, your performance is often measured on your company’s score. We know NPS can be a powerful tool if used correctly.

We absolutely think there’s value in having one metric that gives you a pulse on your entire customer experience. But the problem is that the world is different today than it was when measuring net promoter score began, and most companies only hear from less than one percent of their customer base, which can be dangerous.

Today, everyone has their mobile phone on them at all times, and people are more accessible than ever. You have a unique opportunity to gather much more valuable and actionable customer feedback if you evolve your NPS strategy.

Read on for six ways to evolve your NPS strategy to gather more accurate, actionable feedback.