To ensure your Net Promoter Score (NPS) process is valid, reliable, and capable of withstanding external stakeholder scrutiny, follow these best practices outlined by Fred Reichheld and other NPS experts:
1. Use the Standardized NPS Question
The NPS methodology is built around a single question: “How likely are you to recommend [Company/Product] to a friend or colleague?” This ensures consistency and comparability across industries and organizations.
2. Follow the 0-10 Scale
Use the 0-10 rating scale, where:
- Promoters score 9-10.
- Passives score 7-8.
- Detractors score 0-6.
This scale is critical for calculating the NPS score correctly.
3. Include Open-Ended Follow-Up Questions
Ask respondents to explain their score with a follow-up question like: “What is the primary reason for your score?” This provides actionable insights beyond the numerical score.
4. Ensure Random Sampling for Valid Results
To avoid bias, ensure your survey reaches a representative sample of your customer base. Random sampling prevents skewed data that might misrepresent customer sentiment.
5. Maintain Anonymity for Honest Feedback
Ensure respondents feel safe sharing honest opinions. Communicate that responses will remain anonymous, which encourages candid feedback.
6. Time the Survey Appropriately
Send surveys at key moments in the customer journey, such as:
- After a purchase.
- Following a customer service interaction.
- Periodically during the customer lifecycle.
Timing should align with moments that are likely to influence customer perceptions.
7. Use a Consistent Survey Distribution Method
Stick to a single channel (email, SMS, in-app, etc.) for consistent results, or clearly segment results by distribution method to avoid mixing data from different channels.
8. Act on Feedback with a Closed-Loop Process
Respond promptly to detractors to resolve issues and improve their experience. Thank promoters and encourage them to share testimonials. This demonstrates that customer feedback leads to real action.
9. Benchmark Your NPS
Compare your score to industry benchmarks and your historical performance. Use third-party resources like NPS Benchmarks to contextualize your results.
10. Engage a Third Party for Administration
Using a third-party service to administer the survey can ensure objectivity, reduce bias, and reassure external stakeholders of the process’s integrity.
11. Segment Your NPS Results
Analyze scores by customer demographics, regions, or product lines. Segmentation helps identify specific areas of strength and weakness.
12. Report Results Transparently
Present NPS findings to management and external stakeholders in a clear and transparent way. Include:
- Overall score.
- Segmented insights.
- Verbatim customer feedback.
- Actions taken based on feedback.
13. Monitor Trends Over Time
Track your NPS over months or years to measure the impact of changes in your business. Look for patterns in promoter and detractor behavior.
14. Validate Your NPS Process
Regularly audit your NPS process to ensure it aligns with best practices. Validate that:
- Sampling is unbiased.
- Scales and questions are used consistently.
- Feedback is acted upon.
15. Communicate Improvements to Customers
Close the feedback loop with customers by letting them know how their input has led to tangible improvements. This reinforces trust and encourages future participation.
By following these best practices, you can ensure that your NPS process is robust, actionable, and credible in the eyes of both internal and external stakeholders.