Indicadores de servicio al cliente: Net Promoter Score

How to measure the quality of your customer service?

For any company, knowing the customer's perception of its products or services is fundamental. It is not enough to offer a good product; it is also vital to measure customer loyalty and their willingness to recommend us to others. In this context, the NPS (Net Promoter Score) metric is a powerful tool to evaluate and improve the relationship with our customers.

What is the Net Promoter Score (NPS)?

The NPS is an indicator that evaluates the attitude of customers towards a brand in the form of loyalty. It boils down to a single crucial question: "How willing are you to recommend our products or services to your friends and family?". The answer to this question allows customers to be classified into three categories:

• Detractors: they responded with a score from 0 to 6. These customers have a negative perception of the brand and are not willing to recommend it.
• Passive: They responded with a score of 7 or 8. They are neutral with respect to the brand; they do not promote it, but do not speak ill of it either.
• Promoters: Responded with a score of 9 to 10. These customers are loyal and are willing to actively recommend the brand.

The NPS index is obtained by subtracting the percentage of detractors from the percentage of promoters. A positive result indicates more promoters than detractors, and vice versa.

What are the advantages and limitations of NPS?

Advantages:

• Simple and quick: The NPS formula facilitates quick interpretation and comparison with industry competitors.
• Global standard: Being a widely known and used methodology worldwide, it allows comparisons with other companies.

Limitations:

• Lack of depth: NPS alone does not provide the reasons behind the scores. To understand why customers are promoters or detractors, it is necessary to expand the survey with additional questions.

Why might you have a low NPS?

A low NPS can be due to several key factors:

1. Unfulfilled promises: The customer feels that the brand has not met their initial expectations.
2. False expectations: What customers receive does not match what they expected or were promised.
3. Lack of quality: The product or service does not meet the expected quality standards.
4. Service failures: The service does not meet the customer's requirements, affecting their perception and loyalty.

How to improve your NPS?

To improve NPS and, with it, customer satisfaction, consider these five tips:

1. Comprehensive survey: Integrate NPS as part of a broader survey that asks about critical factors, such as product quality and delivery times.
2. Full coverage: Conduct the survey across the entire customer population without segmentation to get results that represent reality.
3. Expanded reasons: Includes a list of possible reasons that could have influenced the NPS rating and allows customers to select them.
4. Share results: Disseminate survey results to the entire team to identify areas for improvement and reinforce strengths.
5. Action plans: Create plans with your team to turn detractors into promoters and attract new customers in an improved way.

Using NPS effectively can significantly improve the quality of your customer service. With the right approach, you can foster greater loyalty to your brand and, at the same time, gain valuable insights to optimize your services. Take advantage of opportunities to implement their feedback and continue to improve your customer interactions.