How to activate Net Promoter Score®
It’s really easy to get started with Net Promoter Score®, just follow these steps.
Sign in to your account through UserReport with your personal information to access the Media section and select the settings wheel. Go to the "Widgets" section and click the on/off slider to activate “Survey widget”, then activate Net Promoter Score®. Finally, remember to click the ‘Save’ button at the bottom of the page to save the changes.
Now this non-editable question will be added as a question in your survey:
As a follow up to this question, your customers will be asked why they rated your company the way they did. This enables you to track your customer satisfaction and helps you take direct action based on user feedback.
Look at your Net Promoter Score® results
When you have implemented Net Promoter Score® in UserReport you will get insights into your customer satisfaction and learn how to convert disloyal customers into long-lasting loyal customers.
Go to the “Reports” section and click on “Net Promoter Score”. Here you can see your Net Promoter Score® and your distribution of Detractors, Passives and Promoters. The Net Promoter Score® is calculated by taking the percentage of customers who are Promoters and subtracting it with the percentage of customers who are Detractors.
In addition to this, you can see how your Net Promoter Score® has evolved during the last month or any time period you choose. Also, you will be able to see who, among your customer personas, are the ones more likely to recommend you.
In the “Newest responses” section, you will be presented with the feedback given following your customers ranking on the Net Promoter Score®. By clicking on ”View all”, you will be able to see all the feedback users left.
In this way, you can find out why your Detractors are unsatisfied and then act on it, giving them the feeling that they are being listened to and that they matter. At the same time, you can learn from your Promoters what you do well and what you should continue to focus on. In other words, the ‘NPS® feedback’ helps you retain and acquire more customers.
At the bottom just like for all the other reports, you will be able to drill down NPS® results according to different parameters: media, demographics, customer personas, devices, questions. This way you will be able to easily find trends and patterns.