NEW: Introducing the world’s first customer experience coaching platform that fits in your pocket. LEARN MORE

NPS Best Practices

Top 5 Ways to Improve Your Net Promoter Score (NPS)

Published on
8 August 2018

You’ve got the buy-in from your company and have created a top-notch Net Promoter Score program. You’re getting your scores and the first question everyone asks is “How do we get our scores to go up?”

Here are the top five ways to increase your NPS scores:

1. Close the loop. Respond to your all of the responses in a timely manner. You can do this by setting up workflows to help scale the process. You can even set up email templates to auto-reply based on scores given when someone takes the survey after hours.

2. Keep your subject line clear of the “S” word. People aren’t as likely to open an email with the word survey in the subject line. Some companies will even set their corporate filters to not allow emails with the word survey in the title to reach an inbox. It’s best to keep the subject line personable, clean, and crisp. Ex. “Alex, how was today’s flight?”

3. Use a customer-facing name such as your CEO or the account manager. People are more likely to open an email from a person they recognize. Personalize it with your logo and colors so the customer knows it’s from you.

4. Drip your campaigns instead of blasting out one huge campaign once or twice a year for no apparent reason. If you set up trigger points in your customer journey, you will not only get better feedback, but you’ll be able to identify what you’re doing right and what you need to improve.

5. Integrate with your CRM. Save time and energy by integrating your NPS with your CRM. That way you can keep track of your interactions and possible case studies or testimonials.

The more ways you can use NPS to listen and respond the better your results will become. The better your results, the happier your customers and your employees will be. Get the most out of your NPS Program by using these five tips.

We wrote the book on NPS. Want to learn more? Get it here

You’ve got the buy-in from your company and have created a top-notch Net Promoter Score program. You’re getting your scores and the first question everyone asks is “How do we get our scores to go up?”

Here are the top five ways to increase your NPS scores:

1. Close the loop. Respond to your all of the responses in a timely manner. You can do this by setting up workflows to help scale the process. You can even set up email templates to auto-reply based on scores given when someone takes the survey after hours.

2. Keep your subject line clear of the “S” word. People aren’t as likely to open an email with the word survey in the subject line. Some companies will even set their corporate filters to not allow emails with the word survey in the title to reach an inbox. It’s best to keep the subject line personable, clean, and crisp. Ex. “Alex, how was today’s flight?”

3. Use a customer-facing name such as your CEO or the account manager. People are more likely to open an email from a person they recognize. Personalize it with your logo and colors so the customer knows it’s from you.

4. Drip your campaigns instead of blasting out one huge campaign once or twice a year for no apparent reason. If you set up trigger points in your customer journey, you will not only get better feedback, but you’ll be able to identify what you’re doing right and what you need to improve.

5. Integrate with your CRM. Save time and energy by integrating your NPS with your CRM. That way you can keep track of your interactions and possible case studies or testimonials.

The more ways you can use NPS to listen and respond the better your results will become. The better your results, the happier your customers and your employees will be. Get the most out of your NPS Program by using these five tips.

We wrote the book on NPS. Want to learn more? Get it here


More from the blog…

 

How to Support People-Powered Businesses During COVID-19

Let’s not sugarcoat it: the last few weeks have been incredibly tough. We’ve all been affected by th...

Events

Together is Better: Top Takeaways from the IFA 2020 Convention

Confession time: as a marketer, I’m wary of conference themes that sound overly lofty or jargony—the...

Customer Story

How The Camp TC Delivers Amazing Customer Experiences With AskNicely

Running a successful, people-powered, experience-driven brand is tough. Strategically growing that b...

NPS for Beginners

How to Calculate Net Promoter Score

The Net Promoter Score (NPS) framework is a simple way to gauge customer loyalty and brand sentiment...

What our customers are saying

View Testimonials