Get More From NPS

Get More From NPS

Are your people using the Net Promoter Score (NPS)?

I have some valuable words and pictures to store in your head for next time you get NPS scores from the leadership team. . .easy ways for you to deepen the discussion.

Pro tip #1: Get more from it by refusing to let it stand alone. Like your team, I loved the concept and used NPS as a single Key Performance Indicator in managing my ecommerce business. Since it was measured, it was managed, but over time it barely moved the needle. I went looking for why. . .

The impact was hiding in having the NPS managed on its own. We started “grouping” NPS scores against other metrics – like customer segments/satisfaction/usability – and the score grew in value. In this example, we plot our customer segments (best/ok/worst) and break the NPS scores down in each group. Deeper, richer conversations result.

Pro tip #2: Once you have those segments, get in the habit of asking “5 whys” about that measurement to turn NPS into a leading indicator. You take action if 50% of your 9’s go to 8’s because the NPS registers it, but that’s a lagging indicator. Asking the 5 whys will identify when 50% of 10’s go to 9’s. Movement that the NPS misses, but a leading indicator for you. Another example might have the NPS is moving down on your least profitable segments, but moving up on your best segments, stimulating deeper conversation.

If you’re going to use the NPS, deepen the value you get from it by tying it to other measures and asking the “5 whys.”

Good stuff.