Using Net Promoter Score In Retail Feedback

At Wishup, achieving a 84 NPS over the last few years taught me that exceptional client experiences drive loyalty and growth at any company. Here are 6 strategies to increase your Net Promoter Score, as a B2B business: 1. Make Feedback Easy Simplify the process to collect feedback effortlessly. Key Moments: After onboarding, project milestones, and renewals. Use short surveys: “On a scale of 0-10, how likely are you to recommend us?” Pro Tip: Automate surveys with tools like SurveyMonkey or HubSpot. 2. Respond to Feedback—Fast Promoters (9-10): Thank them and ask for referrals/testimonials. Passives (7-8): Understand their hesitations. Detractors (0-6): Acknowledge concerns and resolve issues. Pro Tip: Set up a “Close the Loop” workflow to act on feedback within 24 hours. 3. Analyze Trends, Not Just Scores Segment results by client size, industry, or lifecycle stage. Focus on the "why" behind scores to identify recurring themes. Track progress monthly or quarterly to measure impact. Pro Tip: Visualize data trends with tools like Qualtrics or Typeform. 4. Fix Common Pain Points Address recurring issues like delayed responses or unclear communication. Solutions: - Train your customer success team. - Create a knowledge base for FAQs. - Assign dedicated points of contact for smoother communication. Pro Tip: Share improvements with clients to reinforce trust. 5. Use NPS to Drive Referrals Promoters = Best advocates. Leverage their enthusiasm. Offer referral incentives (discounts, upgrades, exclusive access). Feature testimonials and NPS scores in marketing. Pro Tip: Simply ask: “Would you mind referring us to a colleague?” 6. Build a Culture of Continuous Improvement Train your team on the importance of NPS. Integrate NPS into team goals and performance reviews. Host quarterly reviews to track trends and discuss improvements. Pro Tip: Celebrate wins. Share your NPS growth with the team and clients.

The MOST critical metric you can use to measure customer satisfaction: (This changed everything for my company) We had a daily deal site with 2 million users. Sounds great, right? But about 18 months in we had a massive problem: → Customer satisfaction was TANKING (we were in the daily-deals business, largest Groupon competitor) Why? Our customers weren't getting the same experience as full-paying customers. They were treated as “coupon buyers”, so they: - Had long wait-times - Didn't get the same food - Got given the cr*ppy tables at the back They went for the full service and they got very low-quality service. And it was KILLING our business model. We tried everything - customer service calls, merchant meetings, forums. Nothing worked. Then I learned about NPS (Net Promoter Score) at EO and MIT Masters. It was an ABSOLUTE revelation. NPS isn't a boring survey asking "How happy are you with our service?" It's way more powerful. It asks, on a simple scale of 0-10: → "How likely are you to recommend this service to a friend or colleague?" 10-9 → Promoters (Nice!) 8-7 → Passive (no need to do anything) 6-0 → Detractors (fix this NOW) It’s such a simple shift on our end and so easy to respond on the customer end: “Hey, would you recommend me or not, out of 10?” “Hm, 7.” “Ok, thank you” — that’s it. Simple reframe, massive impact. We implemented it immediately. But here's the real gold: → We contacted everyone (one-on-one customer service) who used our service and provided a NPS score. They scored us less than 6? - Give them gift cards - Interview them to make them feel heard - Do ANYTHING to flip detractors into promoters Because if they’re scoring you less than 6, they’re actually HARMING your business. These are going to be like e-brakes in your company. NPS became our most important metric, integrated into everything we did. The results? - Improved customer satisfaction - Increased repeat business and customer LTV - Lower CAC (because happy customers = free marketing) - Higher AOV (people were willing to spend more) But it's not just about the numbers. It's about understanding WHY people aren't recommending you and fixing it fast. (Another great feature is that people can also add comments to get some real feedback, but just using the number is POWERFUL). If you're not using NPS, stop what you're doing and implement it tonight. Seriously. And if you are already using it? Double down on those 0-6 scores. Turning your detractors into promoters is where the real growth potential lies. Remember: in business, what gets measured gets managed. And NPS is the ultimate measure of how satisfied your customers REALLY are. So, what's your score? — Found value in this? Repost ♻️ to share to your network and follow Ignacio Carcavallo for more like this!

Negative feedback can be hard to hear, but to a business it is pure gold. At Restor Medical Spa, we use NPS (Net Promoter Score) and we survey our clients after every appointment. NPS is a metric used to gauge customer loyalty and satisfaction by asking one simple question: "On a scale of 1 to 10, how likely are you to recommend us to a friend or colleague?" Scores of 8-9 indicate satisfied customers, while anything below 6 indicates an incredibly dissatisfied client. Over two-thirds of Fortune 1000 companies use NPS. Research shows that a 7% increase in the NPS score translates into a 1% increase in revenue! Along with the NPS survey, we also provide a comment box for clients to share their thoughts, and we take these comments seriously. Whether it's addressing specific issues or simply listening and understanding, our goal is always continuous improvement. “Detractors” - those who give low NPS scores - are responsible for 80% of the negative word-of-mouth, but feeling heard can make the world of a difference. Negative feedback can be hard to hear. However, we don't filter negative reviews or feedback because we understand their value. We embrace it as an opportunity to learn and grow. Our clients are our greatest gift, and their feedback guides us on our journey toward excellence. How about you? What metrics do you use to measure client satisfaction in your businesses?