tracking customer referrals and quantifying their financial value does offset the squishiness of nps. But it isn’t necessarily easy. After all, when you tell a friend during a saturday coffee chat about your favorite clothing brand, how often do you bother to then tell the company you made a referral? And how often does your friend first try the brand, and then take the time to let the company know you referred them?
No metric is perfect. Nps simply gives you a snapshot view that may be worth considering. “i’ve always liked nps as the first question you can ask your customers,” says christina nava, director of salesforce strategy at gaggleopens in a new window. “it gives you a quick glance at their overall feelings toward your company — but many people forget that it’s only a glance. The nps question should always be followed by additional questions. That’s where you can gather further context and actionable insights.”
how to implement net promoter score
to get started with nps at your company, invest in an nps survey afghanistan phone number list software that integrates with your customer relationship management (crm) platform. It can help to look for one that allows you to automate survey distribution. This allows you to connect nps survey information with your existing data.