Did you know that more than two-thirds of companies are using NPS methodology with their customers? Some are even using it to measure employee satisfaction as well.
But what does NPS stand for? The ‘P’ stands for ‘Promoter’, but it doesn’t actually measure promotion. Imagine if all your customers were promoting and recommending your business – you’d be so busy you wouldn’t even have time for a survey. Asking “Would you recommend?” is not the same as asking “How many people have you told?”
When a respondent answers an NPS survey, they are actually indicating whether or not they like your business. Being liked is crucial in building trust, comfort, and delight among your customers.
However, being liked doesn’t necessarily mean you’ll be promoted. People promote a brand or business when it increases their status or the affiliation they have with others, not because they feel obligated to do so.
It’s important for marketers to understand that peer-to-peer recommendations are rare and valuable. So, focusing on an NPS that doesn’t measure this aspect may not be the most effective strategy.