One thing remains constant in business - happy customers drive growth. But how do you measure customer happiness in a meaningful way? 

That’s where the Net Promoter Score (NPS) comes in. 

Whether you're new to NPS or looking to make it work harder for your business, we're going to look into some simple, actionable steps.

What is NPS, and Why Should You Care?

Let’s start with the basics. NPS is a customer loyalty metric that helps you understand how likely your customers are to recommend your business to others. It’s calculated by asking one straightforward question:

“On a scale of 0-10, how likely are you to recommend our business to a friend or colleague?”

Based on their answers, customers are grouped into three categories:

Promoters (9-10): These are your biggest fans. They love your service and will spread the word.

Passives (7-8): They’re satisfied but not overly enthusiastic. They might switch to a competitor if tempted.

Detractors (0-6): These customers are unhappy and could damage your reputation through negative word of mouth.

To calculate your NPS, subtract the percentage of Detractors from the percentage of Promoters. The result is a score between -100 and 100.

But why does this matter? A high NPS means more loyal customers, which translates to repeat business and positive referrals. In short, it’s a pulse check on your customer base that directly ties to growth.

Why NPS is Especially Important for In-Person Businesses

If your business thrives on face-to-face interactions, like field service companies or retail; NPS can be a really big deal. Unlike online businesses, where customer feedback might be buried in reviews or surveys, in-person businesses get direct, real-time feedback. Every customer interaction is an opportunity to either create a promoter or a detractor.

For field service companies, employees are usually the face of the business. Their performance and attitude can significantly impact customer perception. This makes tracking individual performance through NPS even more critical.

How to Get Started with NPS: A Step-by-Step Guide

If the idea of gathering and using NPS data feels overwhelming, don’t worry. It’s simpler than it sounds. Here’s how to get started:

1. Ask the Right Question

As mentioned, the core NPS question is straightforward. But don’t stop there. Follow up with an open-ended question like:

“What’s the main reason for your score?”

This provides valuable context, helping you understand why customers feel the way they do.

2. Choose the Right Tools

You don’t need fancy software to start collecting NPS data. A simple survey tool like Google Forms can do the trick. However, for businesses handling a large volume of customers, a tool like Cheers’ NFC badges can simplify the process. These badges allow employees to collect feedback effortlessly during customer interactions, making it easy to gather NPS data without interrupting workflow.

3. Make it Easy for Customers to Respond

Timing and convenience are key. Send the survey shortly after the customer interaction, while the experience is still fresh in their mind. For in-person businesses, you can ask customers for feedback on the spot, using Cheers to simplify the process.

4. Analyze and Act on the Data

Collecting NPS data is just the beginning. The real value comes from analyzing the feedback and taking action.

Identify Patterns: Are certain employees consistently receiving high scores? What common issues do detractors mention?

Address Detractors: Reach out to unhappy customers to understand their concerns and try to resolve them.

Celebrate Promoters: Reward employees who generate high scores and engage promoters by encouraging them to leave positive reviews or testimonials.

Common Concerns About NPS 

Concern #1: What if my score is low?

It’s normal to feel uneasy about receiving negative feedback. But remember, NPS is a tool for growth, not judgment. A low score is an opportunity to identify areas for improvement. Focus on fixing the issues and tracking your progress over time.

Concern #2: Will customers actually respond?

Many business owners worry that customers won’t take the time to complete surveys. The key is to make it as easy as possible. Use short surveys, and let customers know their feedback helps improve their experience. Offering small incentives, like a discount on their next visit, can also boost response rates.

Concern #3: Is it worth the effort?

The short answer is yes. NPS offers a simple yet powerful way to understand your customers and improve your business. The insights gained can lead to higher customer satisfaction, better employee performance, and increased revenue.

How Cheers Can Help You Improve Your NPS

If you’re looking for a way to simplify NPS collection and make it more effective, Cheers has you covered. Our NFC-enabled badges are designed to help in-person businesses gather feedback seamlessly. 

Here’s how it works:

Customizable Badges: Each employee wears a badge linked to their unique ID. This allows you to track individual performance and gather specific feedback.

Employee-Level Insights: Managers can use this data to identify top performers, host friendly competitions, and reward employees who drive positive customer experiences.

Real-Time Feedback: With data coming in from each interaction, you get instant insights into customer sentiment, making it easier to address issues as they arise.

Tips for Sustaining a High NPS

Once you’ve improved your NPS, the goal is to maintain it. 

Here’s how:

Keep the Feedback Loop Open: Regularly check in with customers to ensure their needs are being met.

Train and Empower Employees: Make sure your team understands the importance of customer satisfaction and feels equipped to deliver great service.

Reward Excellence: Recognize and reward employees who consistently receive high scores. This not only motivates them but also sets a standard for others.

Conclusion

NPS is more than just a number; it’s a window into your customers’ experiences and a guide for improving your business. Collecting and acting on NPS data can help you boost customer satisfaction, improve employee performance, and drive growth. And with Cheers, gathering and using this data has never been easier.

Ready to take your customer experience to the next level? Start using NPS today, and watch your business thrive.

Cheers🍻