How Knowing Your Net Promoter Score Benefits Your Business

The most important thing for business is being able to track your return on investment (ROI). There are many tools that companies use today that can estimate customer satisfaction. Today I'm going to talk about one of the easiest Net Promoter Score tools to use. 

What is a net promoter score? According to Wikipedia, it is defined as such:

                     "...a management tool that can be used to gauge the loyalty of a firm's customer relationships. It serves as an alternative to traditional customer satisfaction research and is claimed to be correlated with revenue growth. The tool aims to measure the loyalty that exists between a provider and a consumer."

Decision Anaylst

A Net Promoter Score, or NPS, basically tells the company how loyal customers are to the brand, what they like and don't like, and how the business can improve. NPS measures from -100 to 100. The negative numbers indicate a need for improvement while a positive score means you have happy customers! Once you have the data from your customer satisfaction surveys, you can calculate where your Net Promoter Score lands. 

Thinking positive!

From NetPromoter.com:

 The NPS Calculation

Calculate your NPS using the answer to a key question, using a 0-10 scale: How likely is it that you would recommend [brand] to a friend or colleague?

Respondents are grouped as follows: 

• Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
• Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
• Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter)."

Commerce is always moving and business is always open now in our new market, thanks to the advent of the internet. Your product is available for purchase twenty four hours a day, seven days a week. When you start to see fluctuations in growth, you might want to start sending your customers a customer satisfaction survey to fill out. Encourage comments and communication. The most important thing you will want to accomplish once you have calculated your NPS is turning those passive customers into promoter customers! Once you can see the numbers, you will know your next step.

As you can see, knowing your Net Promoter Score benefits your business by letting you know where your company is strong and where it could use work. You are hearing directly from your customers what they like about your product, while also learning what they don't like. Once you calculate your NPS, you can open your business to expansion and growth! There are many different software tools available online, I prefer the Net Promoter Score tool found here, if you would like to get started. 

Do you know your net promoter score?

Customer Onboarding And User Adoption Strategies For Your Business

Business strategies fascinate me. I could sit and read about how to run a successful business all day. I don't think I would ever have a business besides freelance writing/blogging, but a lot of these tips I read about are actually quite useful for my blogging "small business." 

For example, a lot of helpful blogging tools come as a free trial and after a set amount of days, weeks, or months, it expires and you begin your paid subscription. I am always thankful for the free trials and freemium products and usually keep my subscription to the most useful ones. I have even thought about offering my own tools or e-courses to help other bloggers and/or writers, along with my own freemium product or free trial.  Then, of course, I wondered how many people would actually stick with it once their trial was up.

Confidence level = 0

                                                  photo via

So, I decided to research and came upon User IQ and found a lot of great information! After searching and searching it was definitely refreshing to find a website that had all of the information I needed in one place!

According to this article on user adoption, I should utilize a WOW! moment:

"Once you know who your best customers are, you can start to identify the WOW! moments that got them there. Invented by David Skok, a WOW moment refers to the moment where your user suddenly sees the benefit they get from using your product and says to themselves WOW! Even better, a WOW! moment might result in a conversion activity for you, like trial to paid or an upgrade from one version to the next."

I had never even thought about that! As a matter of fact, there are so many really helpful things about customer onboarding there that I found myself reading long into the night. I learned about good user adoption and engagement, how to improve time-to-value, and how user adoption and customer onboarding are the most important for growth. 

I don't want to tell you everything about UserIQ, you should definitely visit their website and check them out. They have a plethora of strategies and information and they even have an User Adoption Toolkit that you can try for free!

These are great tips for the way business is conducted these days. I found it to be incredibly helpful, even for my business of blogging and freelance writing. I am much more confident in offering an ecourse and/or software as a service (SaaS), definitely. Now, imagine what this knowledge could do for you!