Acting on your NPS results

Difference between NPS and CSAT

The Net Promoter Score (NPS) and the Customer Satisfaction Score (CSAT) are two ways to measure client satisfaction with different scopes and applications.

CSAT captures how your customers feels about a specific transaction or experience. Whereas NPS asks them for their view on your business overall.

Interpreting and acting on your NPS results

Depending on your business, industry, goals and how you set up your NPS campaigns, you may have to analyze each campaign results differently. For more on the NPS metrics and what they mean please click here.

Here are some general guidelines and tips to give you a good start.

Individual NPS responses

NPS surveys allow your customers to tell you what's on their mind, give praise when it's due and express their expectations. One of the best ways to act on NPS responses is following up. Reaching out back to your customer is a great opportunity to use their feedback to salvage or strengthen your relationship.

The type of response determines what your tone and next actions should be.

Detractors (scores 0-6) may be at risk of taking their business elsewhere, you should reply to them and show that you're willing to address their concerns. Whether or they may have specified a reason in their comment you should spend time getting to the root of the problem, because it may go deeper than their first answer.

Passives (scores 7-8) are both risks and opportunities, they could turn into detractors or into promoters. You should try to find out what they like about your business so you can double down on it, while improving what they dislike.

Promoters (scores 9-10) are your potential champions. Find out what they like about your business to help you prioritize and consider asking them to recommend you to their peers or provide you with a testimonial.

Overall NPS

It is best to establish a baseline overall NPS against which to evaluate changes in your score over time and across segments. You can do that by creating a campaign that targets a representative sample of your customer base.

By using the filters in the responses page, you can see your NPS for a particular client, segment, and other types of data. You can then use that at times such as quarterly business reviews.