The Ultimate Guide to Net Promoter Score (NPS) and Overcoming the Fear of Being Left Out

Kazuki

Hatched by Kazuki

Jul 31, 2023

4 min read

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The Ultimate Guide to Net Promoter Score (NPS) and Overcoming the Fear of Being Left Out

In today's world, businesses are constantly striving to understand their customers better and improve their overall customer experience. One metric that has gained significant popularity in recent years is the Net Promoter Score (NPS). NPS is considered the gold standard of customer experience metrics, providing valuable insights into customer loyalty and satisfaction.

Calculating your NPS score is relatively simple. By subtracting the percentage of Detractors from the percentage of Promoters, you can determine your final NPS score. This score falls within a range of -100 to +100, with a higher score being desirable. The question used to measure NPS is straightforward: "How likely is it that you would recommend [Organization X/Product Y/Service Z] to a friend or colleague?" Respondents rate their likelihood on a scale from 0 (not at all likely) to 10 (extremely likely).

Understanding the different categories of respondents is crucial for interpreting NPS scores accurately. Promoters are customers who respond with a score of 9 or 10 and are typically loyal and enthusiastic about your business. Passives, on the other hand, rate their likelihood with a score of 7 or 8. While they may be satisfied with your service, they are not enthusiastic enough to be considered promoters. Detractors, scoring between 0 and 6, are unhappy customers who are unlikely to make repeat purchases and may even discourage others from buying from you.

There are two main types of NPS surveys: relational and transactional. Relational NPS surveys are deployed periodically, such as quarterly or annually, to gauge overall customer sentiment towards your company. These surveys provide a pulse on how customers feel about your brand. On the other hand, transactional NPS surveys are sent after specific customer interactions, such as a purchase or support call. Their purpose is to gain insights into customer satisfaction on a granular level and provide feedback about a specific topic.

To get the most accurate and valuable NPS feedback, it is advisable to avoid unnecessary demographic questions in the survey. Instead, focus on gathering insights directly related to customer experience and satisfaction.

While NPS provides valuable insights into customer loyalty and satisfaction, it is essential to consider the broader context of human behavior and social interaction. The fear of being left out, or FOBLO, is a biological survival technique that stems from our ancestors' need for safety in numbers. Our biological makeup allows us to maintain only a limited number of relationships at a time, with only a fraction of those being considered close.

In today's digital age, the temptation to chase multiple social networking sites may seem like a solution to FOBLO. However, true fulfillment and meaningful relationships come from real-life interactions rather than virtual connections. The World Health Organization recognized the importance of social wellness in 1970, emphasizing that it is as crucial to our health as physical and mental well-being.

It's important to remember that missing out on events or feeling left out is not a personal attack. Everyone has their own priorities and investments of social capital. By recognizing that your world is about you and others have their own worlds, you can alleviate the fear of being left out and focus on building relationships that bring meaning, purpose, and fulfillment to your life.

Just as your social health impacts your mental and physical well-being, your participation in social and social media groups should align with your interests, lifestyle, and personality. Being intentional about the groups you engage with will ensure that you are investing your time and energy in relationships that truly matter to you. Becoming a regular in a particular coffee house or joining a meet-up group can provide a sense of community and routine, fostering meaningful connections.

In conclusion, understanding and utilizing NPS can provide valuable insights into customer loyalty and satisfaction for businesses. However, it is essential to consider the broader context of human behavior and social interaction. Overcoming the fear of being left out requires recognizing the inherent need for real-life relationships and being intentional about participating in groups that align with your interests. By incorporating these insights and taking action, businesses and individuals can cultivate meaningful relationships and improve overall well-being.

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