What questions to ask:
Posted: Sun Jan 19, 2025 8:25 am
It is generally accepted that companies with a high NPS develop more dynamically and are more effective in working with clients and retaining clients compared to competitors.
NPS can correlate with profit growth by tens of percent. Although it is not a forecasting tool.
The NPS assessment is relevant for all segments, and not just, say, B2C. That is, regardless azerbaijan whatsapp number data of whether you work with companies, individuals or government agencies, do not forget that you always interact with people.
How to form NPS, what questions to ask, in what form to request answers
NPS typically consists of one question: “How likely are you to recommend us to friends and colleagues?” Responses are measured on a scale from 0 to 10.
However, it is not clear from the obtained numerical values what exactly the clients praise or criticize for. To get more comprehensive results, immediately clarify: "Why is the rating exactly like this?"
"What disappointed you?" if the rating is low.
"What can the company do better?" if average.
"What did you like the most?" if high.
Use clarifications to show the client that it's not just the fact that you gave them an assessment that's important, but also what they think about the company as a whole.
NPS can correlate with profit growth by tens of percent. Although it is not a forecasting tool.
The NPS assessment is relevant for all segments, and not just, say, B2C. That is, regardless azerbaijan whatsapp number data of whether you work with companies, individuals or government agencies, do not forget that you always interact with people.
How to form NPS, what questions to ask, in what form to request answers
NPS typically consists of one question: “How likely are you to recommend us to friends and colleagues?” Responses are measured on a scale from 0 to 10.
However, it is not clear from the obtained numerical values what exactly the clients praise or criticize for. To get more comprehensive results, immediately clarify: "Why is the rating exactly like this?"
"What disappointed you?" if the rating is low.
"What can the company do better?" if average.
"What did you like the most?" if high.
Use clarifications to show the client that it's not just the fact that you gave them an assessment that's important, but also what they think about the company as a whole.