Should you share your Net Promoter Score percentage (NPS) with your customers? You may be tempted to do this when your score is high—but what happens if your score drops?
This is just one pair of positives and negatives that must be balanced. To help you, we’re going through the reasons that you may decide to publish your NPS for each of your main audiences.
The three main groups to take into account are: your employees, internal stakeholders (such as your board and investors), and your customers (and everyone else).
Related content: How to calculate NPS
Your key NPS audiences:
1. Employees
Yes, you should include your employees.
You can use NPS to motivate your employees to deliver a better customer experience when keeping your team up to date on performance trends. They will see how their efforts impact customer satisfaction and retention, and adapt accordingly.
In order to ensure you’re reaping the full rewards of your NPS program, you should include trending info, how you’re performing against your key performance indicators, and how you plan to act in response to customer feedback.
How much you reveal will depend on what decisions are affected by this transparency. You may only want to reveal the full detail to those who are in a leadership position, or you may want to discuss this with your entire staff to ensure the entire company is on board.
In essence, every employee should know how his or her role improves the change in overall customer sentiment.
2. Internal stakeholders
Sharing your data with your board, investors and other stakeholders is usually a given. As they have vested interest in your company, they need to know how your company is performing.
Even if you’re performing less than adequately, having a solid plan for how to improve your score will put you in good stead.
If you’re a public company, you’ll have to disclose the information to all investors.
3. Customers and everyone else
Choosing to publish your score on your website or in your email newsletter can be a good idea.
It can:
- Give you the competitive edge, by reinforcing your business’ commitment to customer experience and credibility. This needs to be backed up by your employees’ continuous actions of course, but it can really make you stand apart from your direct competitors.
- Resonate with your customers. Sharing a credible and engaging brand vision at the same time you’re disclosing your score, will resonate with both your future and current customers and act to boost your authority.
- Help your recruitment drive: a good score may also mean that people who are looking to work at your company take notice. Prioritising excellent customer service often means people will want to work for your brand, as the relationship between satisfied customers and employees is interlinked. If you promote your customer-led culture widely, this will help with sourcing new recruits too.
How does your NPS measure up against your industry average? Download our free benchmark reports for New Zealand and Australia to find out!
