NPS Surveys (Pt. 2) Effectively Using Positive Customer Feedback

This is the second part of a 3 part series on Net Promoter ScoreSM (NPS®) and why it’s important for your small business. Read the introduction here.

Before I get into how you should be using the positive feedback from Net Promoter ScoreSM (NPS®) surveys that you receive from your customers, let’s quickly discuss exactly how NPS surveys work.

How do NPS surveys work?
As discussed last week, The NPS survey methodology is based on asking your customers a single, very important, question: “How likely is it that you would recommend this company to a friend or colleague?” Customers rate their answer on a scale from 0 to 10.

The answers customers provide are classified as follows:

  • 0 - 6 = Detractors - unhappy customers who can hurt your reputation through negative word-of-mouth.
  • 7 - 8 = Passives - satisfied but indifferent customers who could be swayed by your competition.
  • 9 - 10 = Promoters - loyal customers who will keep buying and referring others to your small business - these are the customers who we will be talking about today.

Implementing a tool, such as Frederick, that uses NPS surveys provides many benefits that can help you grow your small business. Frederick’s approach to seamlessly collecting customer feedback has been proven to drive increased positive online reviews.

How should I use the positive feedback?
A couple of the best ways you can effectively use the positive feedback from customers who are viewed as promoters are:

1) Use the positive feedback to collect testimonials for your website.
Collecting testimonials from happy customers and posting them on a designated section of your website provides social proof that you run a trustworthy business. In fact, 78% of people say they trust online reviews just as much as recommendations from acquaintances. By automatically asking customers for feedback on their visit via text or email, Frederick makes it easy to initiate and promote certified reviews and feedback on your website.

2) Ask customers who provided a testimonial to also post it on review sites like Google, Yelp, and Facebook.
Expanding your positive online presence is very important when it comes to growing your small business. You probably understand that this can be time-consuming and, at times, frustrating. Luckily, Frederick goes a step further than other companies by not only asking your happy clients for a testimonial for your website, it also gives them the ability to easily post that positive review on websites like Google, Yelp, and on your Facebook page.

How do I get started with NPS?
Setting up Net Promoter Tracking with Frederick takes just a moment, then runs automatically. Try out a  free 14-day trial and find out for yourself just how easy it is to get up and running within minutes. We don’t even ask you for a credit card to get started - what are you waiting for?

Learn how to take any negative feedback and turn it into positive actionable items that will continue to help your business grow with Pt. 3 of our NPS series

Frederick NPS Survey
 

NPS®, Net Promoter® & Net Promoter® Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.

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