A number of measures have been taken by several companies to improve their Net Promoter Score (NPS). Some of these include paying close attention to their customer complaints, being aware of fanatical sales representatives, etc. But, there is not much that has been attained so far. The reasons for this are many such as poor service level, incompetent staff, and others.
Before we go any further, let us first understand what Net Promoter Score (NPS) really signifies? Basically, NPS is all about your customer’s satisfaction with your products or services and how likely they are to recommend it to their friends or colleagues. Based on the total NPS score attained, a company’s customers are categorized into three different types that include promoters i.e. respondents giving a score of nine or 10; passives i.e. respondents giving a seven or eight score; and detractors i.e. respondents giving a score between zero and six out of 10.
A customer’s loyalty towards a brand can get impacted due to several reasons such as the quality of service delivered, modes of communication, website performance and demographics. Similarly, a customer’s likeliness to recommend your product to another can be affected due to a number of reasons that may vary as per the type of business.
Factors like these are sure to impact the contact center’s NPS. This blog shares with you the list of 10 most common factors that may influence a brand’s Net Promoter Score. Read on to know more.
1. Level of Customer Support
The extent to which your company’s support staff is available to assist your customers at the required times may hugely impact its Net Promoter Score. Offering a quick resolution to their concerns and keeping them happy will help in creating a positive impact on your customers, thereby, leading to a more loyal customer base.
It is, therefore, recommended for the brands to keep up their game in the market and improve their Net Promoter Score (NPS) score by continuing to wow their customers with their quick and error-free services.
2. Product’s Performance
A product’s performance is one of the most critical factors that may affect a customer’s loyalty towards a brand. The performance of a product can be determined on the basis of a number of factors such as its ability to meet the desired customer expectations and set industry standards.
But, it is important for you to understand that your customer expectations might be very different from the industry requirements. Therefore, be aware of what matters and doesn’t matter to your customers such as delivery time, hold time, average handle time (AHT), etc.
3. Usability
The NPS percentage can also get impacted by the extent to which a product is able to meet the customers’ demands. It is important for the brand to understand that the product’s usability and ability to meet the customers’ expectations play a crucial role in improving its NPS score.
Therefore, it is crucial for them to keep their product’s price, value, and availability in tandem to the customers’ needs. This, in turn, would make it easier for them to keep their customers happy and content.
4. Pricing
A product’s pricing is one of the key players in determining a brand’s NPS score. It is important for the brands to remember that a product that meets the customer’s expectations can be sold even at a higher price in comparison to a low-grade product. Therefore, preserving the product’s quality and pricing it as per the set market standards can help it in going a long way in the market.
5. Poor Performing Website
A poor performing website is one of the biggest factors that may lead to customer dissatisfaction that, in turn, leads to a loss of customer’s trust and loyalty towards the brand. This is because visiting a website can become irrational if he/she gets to see multiple server errors and hazy displays on every visit.
Therefore, brands must ensure that their customers are delivered an enriched experience on visiting the website as a poor experience is sure to attract more detractors that in turn, would lower the NPS score for the brand.
6. Communication by Brand Representatives
It is crucial for brands to understand that customers don’t buy the products, they actually purchase the way you behave with them. Therefore, brands must ensure that their communication with their customers is optimum in quality and states such facts that meet their expectations.
The communication done in any form such as email, phone call or through chat should be such that it meets the set industry standards and is able to meet their needs.
7. Emotional Dependence
Your NPS score is also dependent on your customer’s emotional attachment or detachment with your brand. This psychological dependence of your customers on your brand is based on numerous factors such as their level of satisfaction, the strength of the relationship and others. Therefore, it is essential for the brands to touch the right chords of their customers’ heart and the success will be all theirs.
8. Security
To attain an NPS that meets the desired business goals and attain maximum customer satisfaction, security plays a crucial role. Ensuring your customers that their data is safe and there is no risk of a breach, the chances of improving your NPS score gets high.
This is because customers would be able to trust you more for your services and can be sure that their personal data is not at risk. A higher level of trust can, in turn, help in improving the organization’s NPS percentage.
9. Brand Reputation
A brand’s market reputation is one of the key factors that help determine its NPS. Being aware of how a product is perceived in the market, its loyal fan base, the level of service offered and others are important to gauge the probability of your customers staying loyal towards your brand.
This is because a majority of customers make a purchase or repetitive purchase from the same brand only if he/she is satisfied with the product and has received positive feedback for the same.
10. Personalized Attention
Giving personalized attention to each of your customers is important to improve their brand loyalty, which, in turn, is important to improve the total customer retention score. It is important to understand that the majority of your customers are attention-seekers.
Therefore, offering them the kind of service or attention they are looking for can serve as a great help in improving the overall NPS score of the organization.
Improved NPS May Help Drive Growth
To be precise, NPS is not just a score that needs to grow but a qualitative aspect that should be analyzed and the requisite action should be taken to improve the same. The ultimate goal of measuring this score is tracking the relationship between the customer and the brand and implementing ways that may help improve the delivery of customer experience.
It is time for the brands that they start listening to the voice of their customers and focus on finding ways that may help improve the NPS score. This is where the secret to the success of your business really stays.
