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NPS: Improving Your Business with Client Feedback

ElyBeth

The Net Promoter Score

Do you keep tabs on how your customers feel about your service? We do! 

Many organizations use a Net Promoter Score (NPS) to gauge client satisfaction and brand loyalty. You may be asking: what in the world is a Net Promoter Score? The NPS is an index measuring a customer’s likelihood to recommend a company’s products or services to others. 

Nextep takes feedback seriously and welcomes input to make our products and client experience even better, which is why we’ve implemented the Net Promoter Score. Through NPS surveys, we gain a better understanding of how clients are enjoying our services and chatting with our experts. 

After a client talks with us, they’re sent a link to our survey where they’ll rate how likely they are to recommend Nextep based on their experience with us. They can also give feedback about anything else on their mind! Whether it’s about our website, mobile app experience, onboarding processes, or anything in between — we want to hear it. 

This survey helps us highlight what works, what doesn’t, and lets us hone in on any other issues our clients may experience. In fact, we’ve used input from clients to make improvements to the look, feel, and functionality of our client system interface and mobile app that clients are using every day.    

So what does a good NPS look like? Here’s a breakdown of the range:  

 

 

 

Celebrate Success Using NPS 

Nextep is proud to boast an overall NPS of 85! To give you an idea of where we rank compared to other national brands, Southwest Airlines has an NPS of 62, USAA is at 75, and Starbucks has a score of 77

While the NPS is a valuable tool to measure client satisfaction and make improvements based on their comments, it’s also a great way to recognize and celebrate employees who are going above and beyond. Celebrating success is one of Nextep’s core values, and we don’t take it lightly. When we see one of our employees is consistently receiving stellar scores, we highlight their great work and how much we appreciate their dedication! When your employees win, your clients and your company win, too.  

A high NPS is an indication that your company and employees are properly taking care of your clients, and you likely have a good base of loyal promoters — and promoters can be a valuable resource to help grow your business! Communicating with your satisfied promoters and assessing their likelihood to make recommendations to other businesses is a great foundation to build out a referrals program.

Implementing and understanding NPS can be a valuable tool to improve your business. It can help you get a better look at how your business is performing, prioritize customer needs, improve your flexibility in decision making and creating new initiatives, and help you identify opportunities for growth!  

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