10 Mistakes in Calculating the NPS Index

[subornaakter40]

One of the common mistakes of businessmen is ignoring the NPS indicator and refusing to measure customer loyalty. Some people think that at the startup stage, when there are few customers, there is no point in this, especially when you have to rush between tax audits, industry exhibitions and the pursuit of profitable tenders.

There are managers who don’t even know what the NPS index is. Others are sure that their service is already great. Even if this is true and you have already conducted some surveys of your customer base, we recommend that you familiarize yourself with the list of common mistakes below. Perhaps you understand something incorrectly or risk stepping on a rake. And if you are just planning to conduct a survey and are interested in how to calculate the NPS index, then this kuwait business email list list will be especially useful to you.

Assign responsibility for conducting the survey to customer service employees.

The worst thing is when such assignments are given to people whose earnings directly depend on the survey results. Everything seems clear here, but managers continue to make this mistake.

Of course, the numbers will be distorted in favor of the staff and the company will not receive tips that would help it establish communication with customers. Not every customer finds the strength to speak out frankly - orally or in writing. Out of politeness, many tell the waiter that everything was delicious and they liked it, even if the dish was poorly prepared. And, of course, the employees themselves will put pressure on consumers, begging them for positive reviews.

Conduct a survey on an unsegmented base.

10 Mistakes in Calculating the NPS Index

Different consumer groups can provide a wealth of interesting information about the aspects that the NPS score measures:

why they no longer buy from the company;

why they buy it and remain loyal to it;

why don't they use the mobile app;

why did you order the service only once;

Are they going to buy more or is the first order the last?

Even if you ask the same question and cover only those clients with whom the company works now, it is still advisable to analyze the NPS index broken down by individual products or employees.

Don't make a sample, survey everyone indiscriminately.