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How to use NPS to supercharge your business process improvements

Posted by Perceptive Customer Insights Team - 05 March, 2018


No matter what kind of system or programme you use to guide your business process improvement efforts, you can benefit from the introduction of your Net Promoter Score at every stage.

In fact, it could be the key to taking your business to the next level.

Here’s how:


Using Net Promoter Score to finding the problem

Sometimes, a process problem is obvious. A sudden drop in revenue, a decrease in staffing, a serious gap between supply and demand—there are myriad key performance indicators (KPIs) available.

Other times, the problem is not so obvious. Some companies have a timebomb ticking under their business without even knowing it.

This is where Net Promoter Scores shine. For many businesses, this is the only growth KPI they need, because a sudden drop or change is a simple, clear indicator of a problem.

What is considered a “drop” will depend on your position within your industry benchmarks, but once determined, a falling NPS acts as an immediate red flag.



Using Net Promoter Score to create a solution

Once a problem has been uncovered, the next stage is figuring out the cause and subsequent solution. This will generally involve a lot of meetings, brainstorms, perhaps a survey or two and a lot of assumptions about customers wants and need—not all of which will be correct.

The NPS system avoids this non-scientific methodology, instead using direct customer comments to give business owners insight into what is wrong, why and how they can fix it. The strategy used by Customer Monitor, for example, always asks two questions in addition to the score:

  1. Why the customer gave the score they did, and,
  2. What is the one thing the business in question could do to improve.

This way, you get immediate feedback on problems, as well as customer-oriented solutions. You also discover what you shouldn’t change; if your promoters are all raving about how good certain parts of your customer service are, for example, you should avoid introducing any new  changes that could impact those parts.

Business owners still need to undertake some analysis to uncover actionable solutions, but adjusting or implementing processes becomes a lot easier when you have direct insight into customer wants and needs.



Using Net Promoter score to review and refine

In addition to the primary metrics you are attempting to improve, a business’ NPS serves as a quick metric to check to see if a solution has worked.

A good customer experience is an indicator of quality throughout your business, and analysing your business process improvement for success is as easy as checking whether it has improved since the solution was implemented.

Regular NPS checkups and analysis of customer comments will then give you an indication of how and why the solution has worked, and whether it could be improved in any way.

It’s clear, then, that NPS is an extremely valuable metric for businesses who want to continually improve their offerings. Integrating it into your standard business process improvement programmes isn’t just helpful; it can become integral for success.



To find out more about using your NPS to improve your business through Customer Monitor, read this tutorial available here.


Get in touch now! 

Topics: Brand Health

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