Step 1: Send your clients a one question survey following the – Net Promoter System® (NPS).

• Delighted.com is recommended because it is optimized for NPS (alternatives include: SurveyMonkey and Salesforce)
   
• Use one-question survey to your customers. Use a scale and ask them to rate the purchase they made from you.
  • On a scale of 0 to 10 how likely are you to recommend (or refer) us to a friend?
    • Make sure to use numbers 0-10 (and not 0-5) to better segment the audience. ‘Friend’ is a positive keyword and motivator.
• After your customer rates you, ask them to comment their rating.
  • For example, tell us a bit more about why you chose 9.

Step 2: Identify who are you going to survey

• Identify those customers who have had a recent experience – within the last 6 months. Keep it small – between 200 and 250 for the first survey.
   
• Export the data to a spreadsheet – to use later for segmentation.

Step 3: Send out the survey to your selected group

• Suggestion! Send between 6am and 9am, Mondays or Tuesdays to get a good return.

​​​​​Step 4: Calculate your Net Promoter System® (NPS) score

• Setup and format a spreadsheet with the data from your survey.
  • Name, Email, Segment
    • Segmentation examples: Male or Female, location (state, town).
• Classify all those who respond into one of 3 groups:
  • Promoter: score of 9 or 10.
    • These are people who love your products and services and who will be your advocates.
  • Passive: score of 7 or 8.
    • These people are on the fence so think of ways to motivate them. The greatest ROI (Return On Investment) is to move people from Passive to Promoter.
  • Detractor: score of 6 or below.
    • Decide whether this is someone who is genuinely upset, or just not a good fit for your business. Are they your target market? If so, you may have something to fix.

• Count the responses – add up the number of responses provided for each score.
   
• Group the responses – add up the total number of responses provided for each group.
   
• Calculate your NPS – subtract the percentage of Detractors from the percentage of Promoters. The result is your NPS number (it is not a percentage).
   
• Track your NPS over time – your numerical NPS allows you to quantify how changes you make to your product affect the customer experience over time.

Step 5: Respond to your survey respondants

• Respond to Promoters:
  • Send a quick personal “Thank you”.
  • Ask for permission to share.
  • Share this with your staff for motivation.
  • Brainstorm a VIP program based on the feedback.
• Respond to Passives:
  • Send a quick personal “Thank you”.
  • Look for opportunities to turn passives into promoters.
• Respond to Detractors:
  • Reply within 2 hours (24 hours max).
  • Send a quick personal “Thank you”.
  • Deal with any urgent matters that they’ve raised.
  • Identify keepers vs. bad fit, move on.

Step 6: Bridge the gap

• Inner loop – meet internally to discuss the results.
   
• Look at what’s broken: was it people, process or product?
   
• Corrective action requests to track through things that you fix.
   
• Take ongoing NPS scores to check that you are improving your results.
   
• Add feedback to your customers database (CRM) and build your customer relationships.