The Ultimate Guide to Net Promoter Score (NPS) and How It Relates to Company Building

The Ultimate Guide to Net Promoter Score (NPS) and How It Relates to Company Building

Introduction:

Net Promoter Score (NPS) is the gold standard of customer experience metrics. It measures how likely it is that customers would recommend an organization, product, or service to their friends or colleagues. With a single-question survey, businesses can calculate their NPS score, ranging from -100 to +100, with a higher score being desirable. In this article, we will explore the concept of NPS, its importance in understanding customer satisfaction, and how it relates to company building.

Understanding NPS:

The calculation of NPS is straightforward. By subtracting the percentage of Detractors (customers who responded with a score of 0 to 6) from the percentage of Promoters (customers who responded with a score of 9 or 10), businesses can determine their final NPS score. Passives, who responded with a score of 7 or 8, fall in the middle.

Promoters, Passives, and Detractors:

Promoters are loyal and enthusiastic customers who are likely to recommend the organization, product, or service to others. They are the ones who have had a positive experience and are willing to vouch for the business. On the other hand, Detractors are unhappy customers who are unlikely to make a repeat purchase and may even discourage others from buying from the business. Passives fall in the middle, satisfied but not enthusiastic enough to become brand evangelists.

Different Types of NPS Surveys:

There are two main types of NPS surveys: Relational and Transactional. Relational NPS surveys are deployed on a regular basis, such as quarterly or annually, to gain an overall understanding of how customers feel about the company. This helps businesses get a periodic pulse on customer satisfaction and make necessary improvements. Transactional NPS surveys, on the other hand, are sent out after specific customer interactions, like a purchase or support call. These surveys provide granular feedback about a particular experience or aspect of the business.

The Connection to Company Building:

Net Promoter Score is not only essential for understanding customer satisfaction but also plays a crucial role in company building. As stated in the "About Us" section, our goal is to be the first call for founders who want to make history by building successful companies. We believe in serving humanity with the tools at our disposal, including people, technology, and capital. To achieve this goal, we work with founders who share our passion for making a positive impact.

Building a company is a challenging and long journey that requires making difficult decisions. As experienced company builders, we understand the obstacles faced by founders and their teams. We never assume that we have all the answers and constantly strive to learn and grow alongside our partners. Similar to the NPS process, we take nothing for granted and actively seek feedback to improve our services and support.

Actionable Advice:

• 1. Implement NPS Surveys: Regardless of the size or stage of your business, incorporating NPS surveys can provide valuable insights into customer satisfaction. By understanding how likely customers are to recommend your business, you can identify areas for improvement and prioritize actions to enhance the customer experience.

• 2. Focus on Promoters: While it's important to address the concerns of Detractors and Passives, it is equally crucial to nurture and engage with Promoters. These loyal customers can become brand evangelists, spreading positive word-of-mouth and driving new business. Implement strategies to reward and incentivize Promoters, turning them into advocates for your brand.

• 3. Embrace a Growth Mindset: Just like company building, understanding NPS requires an open and growth-oriented mindset. Be receptive to feedback, both positive and negative, and use it as an opportunity to learn and improve. Continuously iterate and adapt your strategies based on customer feedback to ensure long-term success.

Conclusion:

Net Promoter Score is a powerful metric that helps businesses gauge customer satisfaction and loyalty. By understanding the different types of customers and their likelihood of recommending your business, you can make informed decisions to improve the overall customer experience. As company builders, we recognize the importance of NPS and strive to partner with founders who share our commitment to serving humanity and making a positive impact. By implementing NPS surveys, focusing on Promoters, and embracing a growth mindset, businesses can leverage the power of NPS to drive success and build thriving companies.