Customers are 5x more likely to recommend brands with awesome customer experiences to their friends. And something to keep in mind is that for every complaint you get, there are about 26 dissatisfied customers who are not speaking out.

Knowing what your customers think and feel has never been more important. And CSAT surveys can help you uncover what you need to fix in order to deliver a world-class customer experience that your customers want to recommend to others.

What is a CSAT survey?

CSAT stands for Customer Satisfaction Score, and it’s a survey that usually contains a simple question with a response based on a scale of 1-5. The standard CSAT survey question is: “How satisfied are you with your shopping experience?”

CSAT surveys offer a powerful way to understand your customer’s short-term satisfaction and how they feel when interacting with your brand or going through their customer journey.

The most common way of measuring CSAT is by asking customers to rate their satisfaction with a product or service on a scale of 1-5 where 1 means “Very dissatisfied” and 5 means “Very satisfied”.

The rating scale can be visualized using plain numbers or any icon to represent the difference between the highest and lowest end of the scale.

Most importantly, CSAT surveys provide an opportunity for your customers to voice their opinions and give direct feedback, which helps you build better customer relationships.

CSAT vs NPS – When to use which survey type?

CSAT surveys are best for measuring short-term satisfaction, and transactional interactions, and pinpointing specific areas of improvement throughout the customer journey.

NPS surveys are best for measuring long-term loyalty and benchmarking yourself against your industry and competitors. You can design and publish NPS surveys using Triggerbee, and in emails. If you are looking to use an NPS survey in your emails, you can generate an NPS survey using our email NPS generator.

So, how do you decide which survey type to use? Well, it depends on what timeframe you are measuring, and what you want to measure.

Use a CSAT survey if you want to find out:

• What do your customers think about your overall shopping experience…
• If your loyalty members are satisfied with their membership…
• How your support reps are performing…
• How satisfied your customers are with their last purchase…
• If your customers can find all the information they need on the product page…

What is a good and bad CSAT score?

CSAT scores range between 0%-100%, where 0% is awful, and 100% is awesome.

A good CSAT score is typically considered to be anything above 80%. A bad CSAT score is anything below 50%, indicating that the customer had a negative experience.

It’s important to regularly monitor your CSAT scores and take action to address any issues quickly. You can also use this data to identify potential areas of improvement in terms of product quality or customer service processes.

What makes a good CSAT survey? Examples and best practices

The standard CSAT template is as follows:

• A simple question that asks “How would you rate your {activity} experience?”
• A rating scale of 1-5 or 1-7
• A follow-up question that asks the user to leave a comment or explain the reasoning behind their response
• Optionally, you can add a third question that asks “Is it OK if we follow up on your response?”. This can help you both build your audience and get a chance to talk to your customers 1-on-1 to uncover even more insight.

At its core, CSAT is a super-simple survey, and since it only has two questions it comes with a pretty high completion rate.

However, if you want to maximize your response rates, here are some best practices to keep in mind:

Ask for the customer’s rating first
By asking your customers to leave a rating the first thing they do, you increase the validity of the answer. If they are answering a bunch of questions without knowing why they are doing it, they can become annoyed and give you a bad rating just because they don’t understand the purpose of the survey.

Don’t ask more questions than you need
If you don’t need the data for your research, don’t ask for it. All it does is create an annoying survey that confuses customers as to why they are answering it.

Use reasonable wording for your response labels
Use neutral wording like “wonderful” and “awful”, “great” and “not good”, or “best” and “worst”. The labels are just to give the user a hint to help them quickly understand what the scale rating means.

Use ONE scale for all your CSAT surveys
By using the same scale whenever you run a CSAT survey makes it easier to track your results over time. And more often than not, moving up from 1-5 to 1-7 just adds a lot of noise to your score without increasing the value of the result. Pick one scale, and stick to it.

Don’t get hung up on using numbers or smileys (they work equally well)
What type of question you use to measure CSAT depends entirely on your personal preference, and what fits your brand. If your brand is super serious, then go with plain numbers. If your brand is more playful, then why not go with a smiley-rating

Collecting CSAT responses

Here are some examples of situations where you should ask for a CSAT survey.

Before and after a website redesign: Before you launch your new design, run a CSAT survey to all new customers on the thank-you page. This will act as your baseline result. When you have launched your new design, run a CSAT survey for all new customers on the thank-you page again. This will help you gauge whether your new design was a success right off the bat, or if it needs some improvement.

Post-purchase: This is one of the best times to get feedback from your customers. Why? Because they just bought something from you. Which means they’re super engaged with your brand. And they can tell you exactly how they feel about your product, delivery, and support. So make sure to show a CSAT survey right after they make a purchase.

After customer support interactions: According to a study by Zendesk, 66% of customers say that customer service is the most important factor in their loyalty. That’s why you want to ask for feedback every time a customer interacts with your support team. This way, you can measure how well your support reps are doing. And how happy your customers are with the help they received.

After product/service usage: If you sell a product or service that requires ongoing usage or subscription, you need to keep tabs on how your customers are using it. And how satisfied they are with the overall experience. The best way to do that? Send them periodic surveys through email or in-app. This will help you understand what they like and dislike about your product or service. And how you can improve it to make them happier.

Event-based triggers: Another smart way to use CSAT surveys is to trigger them based on specific events or milestones in the customer journey. For example, let’s say a customer attends a training session, completes a project, or reaches a significant milestone in using your product. These are all great opportunities to ask for feedback. Because they can tell you how satisfied your customers are with the value they’re getting from your product or service.

Abandonment or churn points: Sometimes customers leave and you have no idea why. You can hypothesize, but if you want to know for sure you need to ASK. They might abandon their shopping cart, cancel their subscription, or stop using your product or service altogether. When that happens, you want to know why. And the best way to find out is to send them a CSAT survey. This will help you uncover the reasons behind their decision. And maybe even win them back.

Strategies for increasing CSAT response rates

How do you get more customers to respond to your CSAT survey? Make it easy and rewarding. Here are some tips on how to do that.

Use great UX design. Make sure your survey is clean, simple, and doesn’t look like a survey from 1995. Since CSAT is a 1-5 scale, you can use basically any type of icon and graphic to represent each step of the scale. Why not use smileys, hearts, or stars for the survey to feel more engaging and click-worthy?

Target the right audience. Your CSAT Survey doesn’t need to be broad. Sometimes you just want to survey a specific segment of your customers.

Keep it short. Don’t ask too many questions or make your survey too long. Ideally, you want to ask one question: “How satisfied are you with [Experience]/[Interaction]?” And maybe a follow-up question to get some feedback. Anything more than that could lower your response rate.

Make it intuitive. Depending on the context, you can use popup surveys, insert it as an embedded widget, or use a callout. For example, if you’re using a post-purchase CSAT, embed it right on the page. If you want to know how satisfied your users are with their entire experience – use a popup.

Offer incentives. Sometimes customers need a little nudge to take your survey. And that’s where incentives come in handy. Offer them discount codes, loyalty points, free shipping, or other perks that they’ll appreciate. You can also generate unique coupon codes to add a layer of security to your survey incentives.

How to analyze and measure CSAT responses

To calculate your CSAT score, use the following formula:
CSAT Score = (Number of Positive Responses / Total Number of Responses) x 100

For example, if you received 120 positive responses out of 200 total responses, the calculation would be as follows:

CSAT Score = (120 / 200) x 100 = 60%

In this case, the CSAT score would be 60%, indicating that 60% of respondents had a positive satisfaction rating based on your defined criteria. However, keep in mind that CSAT scores are generally quite high, and the score itself might not mean that much except that your users didn’t have a bad experience.

Instead of blindly focusing on your score, look for anomalies. For example, out of 120 positive responses, how many of these were neutral?

A sudden spike in neutral or low satisfaction results can indicate that something has happened on your website, or signal an issue that needs to be addressed.

Summary

Bottom line? Customer satisfaction is CRITICAL for your business success. And CSAT surveys are one of the best ways to measure it. Why? Because they let you know how your customers feel about your product or service. And how you can make it better for them.

CSAT surveys help you track short-term satisfaction and spot any issues or problems in the customer journey. A good CSAT score is usually above 80%. But if your score is below 50%, you have some serious work to do.

How do you create a killer CSAT survey? Simple. Just follow these tips:
– Ask clear and relevant questions.
– Use easy-to-understand rating scales.
– Make the survey fun and engaging.

How do you get more people to take your survey? Here are some proven strategies:
– Use a user-friendly survey interface.
– Choose the right time to ask for feedback.
– Offer incentives to your customers.

How do you analyze your survey results? Here’s what you need to do:
– Calculate your CSAT score.
– Look for any anomalies or changes in customer satisfaction.

By focusing on customer satisfaction and using CSAT surveys, you can build stronger customer relationships and get more referrals for your brand.

The best and most sustainably way to increase your average order value, is by having a great customer experience strategy. The fastest way to increase your average order value? These 5 strategies:

• Smart discount strategies
• Post-purchase upsells
• Two types of buyer insurance (free profits)
• Use loyalty rewards
• Use bundles

What is average order value?

The average order value (or AoV in short) is the average dollar value of an order placed in your store, calculated using your total orders within a specific period of time.

It’s a highly important metric to keep track of because it’s not only a way for you to know if your business is healthy, but also how effective your marketing is.

A steadily growing average order value usually means you are becoming better at selling products at a higher price point, upselling, or cross-selling.

A declining average order value can happen due to a lot of things, and you probably need to do a little digging to find the root cause. It can literally be anything. From a new plugin that adds upsell orders as a separate order, to you selling a newly launched product that has a large amount of partial refunds.

What is a good average order value?

What is considered a good average order value is highly individual, and it can be anything from $50 up to $5000.

If you’re selling small accessories and cheap stuff, a “good” average order value can be between $40-$80.

If you’re selling saunas or camper vans, a good average order value might be $5000-$15000.

It completely depends on the price of your products.

How to calculate average order value

The simplest formula for calculating your average order value is:

[Total revenue within X time period] / [Total orders within X time period]

You calculate your average order value by dividing your total revenue during a fixed time period (ex. 30 days) by the total amount of orders.

This is the most common way to calculate it and how most eCommerce platforms like Shopify and Woocommerce calculate your average order value.

If you want to get a more accurate average order value you can also include partial refunds. (Full refunds should not be included in the average order calculation because you can most likely sell the refunded item to another customer.)

To add partial refunds to your average order calculation, you need to export all your orders along with refunds, and then subtract the partially refunded amount from the original orders, and then redo the calculation at the top.

How to increase your average order value?

There are many ways to increase your average order value, for example:

• Gamification
• Tiered discounts
• Free shipping limits
• Personal rewards
• Upsells
• Bundles

Discount strategies can give your average order value an instant boost and boost your list growth, but might only work for a specific category in your store or sometimes only a single product.

If you have a huge amount of SKUs and need to increase your average order value across your store, you should consider implementing spending limits, rewards, and creating more bundles.

5 Quick Ways to Boost Your Average Order Value

#1 – Smart discounts

Discounts are a great way to increase your average order value. Especially unique coupon codes.

Studies have found that discounts over 19% can increase your total store spend, but you don’t want to give out a high discount to everyone visiting your online store.

You have two options:

1. Audience-targeted discounts. Discounts between 5-20% are given to certain segments of your audience based on their purchase history and intent.
2. Spending-based discounts. Discounts are given as a reward for spending a certain amount. “Spend $200 get 20%”.

How to use audience-targeted discounts

Segmenting your website visitors by using behavioral segmentation, you can target them with personalized promotions and offers.

Here’s how to do it:

1. Create a segment in your email marketing software. Use tags, lists, or website behavior to create specific segments.
2. Go to triggerbee.com and create a new audience. Choose your new segment, and click save.
3. Create a promotion, and select your new audience for targeting. When a visitor lands on your website, Triggerbee will check if they are a contact in your email database, and show the promotion to them.

By targeting specific audiences on your website, you can make sure that only those who are most likely to claim the discount and spend more will see your best offer.

Different types of spending-based discounts

There are mainly three types of spending-based discounts:

1. Free shipping limits (Free shipping for orders over $79)
2. Tiered discounts (Spend $50 Get 10%, Spend $100 Get 20%)
3. Cash/credit rewards (Spend $100 Get $10 to shop with)

Spend-based discounts are super effective at increasing your average order value because the reward is limited to those who are willing to spend more.

#2 – Post-purchase upsells

If you want to give your average order value a huge boost, post-purchase offers are GREAT.

Post-purchase upsells are exactly what they sound like. An upsell offer that is shown on the thank you page, after a purchase has been made.

Your customers will be most receptive right after they have just made their purchase so it’s the perfect time to give them an offer.

Don’t forget to add a countdown and specify that the offer only lasts for 5 minutes to create a strong sense of urgency.

#3 – Warranties and insurance

Offering insurance can increase your average order value by a lot, and another benefit is that insurances are basically pure profits.

There are mainly two types of insurance that most eCommerce brands use to increase their average order value:

1. Shipping insurance. If the order gets lost, or if something happens to it in the shipping process, the insurance can cover the damages or replace the item.
2. Product warranty. If a fragile part of a product breaks, you can replace the damaged part for free or help the customer fix it. For example, “If the screen of your new phone breaks within the first 12 months we’ll replace it for free!”

Insurances are one-time costs unless it covers potential damage within a specific time period.

They often cost between $4 and $10 dependent on what the insurance covers.

As with any insurance, the incidents are rare but when they do happen, be sure to have a plan on how to reimburse and help the customer. Because if the experience is really bad, it could damage your brand.

#4 – Loyalty rewards

If you have a loyalty program, use points and credits to incentive your customers to spend more.

A really effective way to increase your average order value is to use tiered rewards based on your customer’s cart value.

Here’s how it works:

1. Use two reward tiers
2. Display the tiers in the checkout and in the cart
3. Use a progress bar to show the customer’s progress

You can either give the customer a personalized reward like “$10 off”, but only make it available for members who spend a certain amount.

You can also boost the value of your points and make the customer’s redeemable points worth 2x more if they reach a spending limit.

There is a lot of stuff you can do with credits and membership points, but making it clear and easy for members to redeem their points is key.

#5 – Use bundles

Bundles are the easiest way to grow your average order value.

A bundle is two or more products sold together to increase the value and make it easier for your customers to buy their favorite products for a good price.

Just make sure that any product you add to a bundle increases the value of the bundle.

For example, 5 skincare products of different sizes help customers perform a complete skincare routine. Adding a hair brush to that bundle would make no sense because even if it increases the price and “absolute value”, it doesn’t add any real value from a customer perspective since the customer is shopping for skincare, not haircare.

If you get good at bundling products and selling products together, you can quickly increase your average order value.

Net Promoter Score (NPS) is a simple way to measure how loyal your customers are.

But first, let me explain what NPS is and why it matters.

NPS is based on one question: “How likely are you to recommend our product or service to a friend or colleague?”.

And it’s not just a vanity metric. In fact, Bain found that the top NPS performers in any industry grow twice as fast as their competitors.

Customers can answer the question on a scale of 0 to 10. Where 0 means “not likely at all” and 10 means “extremely likely”.

Based on the answers you can group respondents into three categories:

1. 😍 Promoters: These are your raving fans. They love your product or service and will tell everyone about it. They score you 9 or 10.
2. 😐 Passives: These are your satisfied customers. They like your product or service, but they’re not blown away by it. They score you 7 or 8.
3. 😡 Detractors: These are your unhappy customers. They’re disappointed with your brand for some reason. They score you 0 to 6.

To calculate your NPS score, you simply subtract the percentage of detractors from the percentage of promoters.

For example, let’s say you surveyed 100 customers and got these results:

40 promoters (9-10), 30 passives (7-8), 30 detractors (0-6)

Your NPS score would be 10.

(40 promoters) – (30 detractors) = NPS Score: 10

Your NPS score can range from -100 (all detractors) to +100 (all promoters). The higher your score, the more loyal your customers are. And the more likely they are to help you grow your business.

The NPS scale and its components

NPS is a super simple way to measure how loyal your customers are to your brand. But NPS is more than just a single question. It also includes a follow-up question that asks customers why they gave you the score they did. An open-ended question that lets them share their feedback and suggestions.

This way, you can get a deeper understanding of what your customers really think, value, and need.

Plus, by running NPS surveys on a regular basis, you can track how your customers’ loyalty changes over time.

What is a good and bad NPS score?

You might be wondering: “What’s a good NPS score?”

Well, there’s no definitive answer to that question.

But in general, a score between 50 and 100 is considered pretty good.

That said, your NPS score doesn’t mean much on its own. What really matters is how your score compares to your competitors in your industry.

In fact, studies have found that your relative NPS score is linked to revenue growth. But your absolute NPS score (the number itself) has little to do with it.

For example, let’s say your NPS score is 40. That’s not bad. But it’s not great either.

However, if all of your competitors have an NPS score of 20 or lower, then your 40 score is actually awesome.

On the other hand, if the average NPS score in your industry is 70 or higher, then your 40 score is pretty low. And you might want to figure out why that is.

Best practices for designing and conducting NPS surveys

How do you create and run NPS surveys that actually work? Here are some proven best practices that you can use to get more responses, more insights, and more results from your NPS surveys.

Identify the right target audience for your survey.

This is super important. Because if you send your survey to the wrong people or use the wrong channel, you’ll get low response rates and low-quality feedback.

How do you find the right audience and channel? It’s simple: just look at your customer data and behavior. For example, you can use email, SMS, or in-app surveys depending on how your customers prefer to communicate with you and what actions they take on your website or app.

Distribute, remind, and follow up.

This can make or break your NPS survey. Because if you send your survey at the wrong time or don’t follow up, you’ll miss out on valuable feedback and insights.

So when should you send your survey and how often should you follow up? Well, it depends on your goals and context.

👍 Send > After an important interaction, such as a purchase, a renewal, or a support resolution.
👍 Remind > Remind non-respondents within a few days
👍 Follow up > Always thank your respondents in some way.

Keep your survey short and concise.

This is a no-brainer. Because if you make your survey too long or too complex, you’ll lose your customers’ interest. And that means lower-quality feedback. Focus on the most important questions and leave out the rest. Use emojis, images, or videos to spice up your survey and make it more fun and engaging.

Customize your NPS survey to match your brand.

This is a subtle but powerful way to boost your NPS survey performance. Because if you make your survey look and sound like your brand, your customers are more likely to answer.

Show the survey at the right stages of the user journey.

After a purchase, a renewal, or a support interaction. If you use the survey at the right stages of the user journey, you’ll capture feedback at the moments that matter most to your customers. And that means more insights into their pain points and expectations.

Segment your customers based on their behaviors and feedback scores. This allows you to understand the drivers of customer satisfaction. And that means more opportunities to improve your customer experience and loyalty.

Analyze both quantitative and qualitative NPS data.

If you don’t analyze and act on your NPS data, you’ll waste all the effort and resources that went into creating and running your NPS surveys. And that means no improvement.

How to collect NPS responses

Here are some of the best times and places to ask for NPS feedback, along with some tips on how to do it right:

• Email: Email is one of the most popular and effective ways to send NPS surveys. You can email your customers after they buy something from you, confirm their order, or get help from your support team.
• Website: You can also display your NPS survey on your website. Just make sure it’s visible and easy to access. You can put it on important pages like your homepage or thank you page. Or you can use a pop-up that shows up after a certain action or time on your site.
• Mobile App: If you have a mobile app, you can integrate your NPS survey into it. You can place it somewhere that catches your users’ attention. Or you can add it to your app’s menu or settings.
• SMS/Text Messages: Some customers prefer to communicate via text messages. And that’s a great opportunity for you to send them NPS surveys. Just keep it short and sweet. And use a survey link that works well on mobile devices.
• In-Store or Packaging Inserts: If you have a physical store or ship physical products, you can use in-store or packaging inserts to ask for NPS feedback. You can include a paper-based survey or a QR code that leads to an online survey in your product packaging. This way, you can get feedback from customers at the moment of purchase or product use.
• Loyalty Programs and Newsletters: If you have loyal customers who are part of your loyalty program or newsletter, you can use those channels to send them NPS surveys. You can include a survey link along with exclusive deals or personalized content. This way, you can engage your loyal customers and understand what they love about you.
• Follow-up Surveys: Utilize post-purchase or post-interaction surveys to gather NPS feedback. This allows customers to provide feedback on how they feel about purchasing from your brand in the future.

When to ask customers to respond to an NPS survey

When you send your NPS survey can make or break your results.

That’s why you want to send your survey when your customers are most likely to give you honest and accurate feedback.

And when is that?

Usually, it’s right after they buy something from you.

But it’s also important to know when to use a CSAT or CES survey instead of an NPS survey.

Here are some of the best situations to ask for NPS feedback, along with some tips on how to do it:

• After a purchase: This is a no-brainer. As soon as your customers buy something from you, show an NPS survey. This way, their response will reflect their entire shopping experience, from browsing your website to receiving their order.
• Order Confirmation: Another easy way to get NPS feedback is to include a survey link on the thank you page or in your order confirmation email. This way, you can make sure your customers got their order and ask them how they feel about it.
• Alongside Review Requests: If you want to get more product reviews, you can also use that as an opportunity to get NPS feedback. Just add a section where customers can rate how likely they are to recommend your brandto others. This way, you can get both NPS data and testimonials that you can use for marketing.
• Post-delivery: You can also send an NPS survey a few days after your customers receive their orders. This way, you can get feedback on how they liked the delivery, the packaging, and the product itself.
• Anniversaries or Milestones: Celebrate customer milestones, such as their first purchase anniversary or reaching a specific loyalty program tier, by sending them an NPS survey along with personalized messages. This demonstrates that their feedback is valued and helps maintain an ongoing customer relationship.

Now, how do you know whether you should use an NPS, CSAT, or CES survey? The short answer is that all three produce metrics of different parts of the customer experience.

NPS (Net Promoter Score) is always measured on a 0-10 scale. NPS surveys measure your customer’s feelings about your brand and give you an indication of how good your company is at turning regular customers into brand advocates over time.

CSAT (Customer Satisfaction Survey) surveys are always measured on a 1-5 scale. CSAT measures customer satisfaction with regard to a specific product or service.

CES (Customer Effort Score) surveys are measured on a 1-5 or 1-7 scale. CES surveys reflect the amount of effort your customers had to put in to do a certain task, find the information they needed, or get an issue resolved.

CES and CSAT are more transactional, while NPS is relational.

Strategies for increasing NPS response rates

How do you get more customers to take your survey? Make it easy and rewarding. Here are some tips on how to do that.

• Use great UX design. Make sure your survey is clear, simple, and user-friendly.
• Target the right audience. Your NPS Survey doesn’t need to be broad. Sometimes you just want to survey a specific segment of your customers.
• Keep it short. Don’t ask too many questions or make your survey too long. Ideally, you want to ask one question: “How likely are you to recommend us to a friend or colleague?” And maybe a follow-up question to get some feedback. Anything more than that could lower your response rate.
• Make it intuitive. For example, you can use a pop-up window, a slider, or a widget that appears on your website or app.
• Offer incentives. Sometimes customers need a little nudge to take your survey. And that’s where incentives come in handy. Offer them discounts, loyalty points, free shipping, or other perks that they’ll appreciate. If you want to add an extra layer of security, you can generate unique discount codes so each participant gets a personalized incentive.

How to analyze and measure NPS responses

Here are common categorizations of NPS scores and your implications:

Promoters (NPS Score: 9-10):

Promoters are your best customers. They love your product or service and can’t wait to tell their friends about it.

They’re the ones who drive your word-of-mouth marketing and help you grow your customer base. These customers are vital for your business’s success and you want to keep them happy and loyal.

Action: Don’t take promoters for granted. Show them how much you appreciate them:

• Ask them to share positive feedback on social media, write reviews, or record a video with them using a product they bought from you.
• Reward them with exclusive deals, loyalty points, or free gifts.
• Keep in touch regularly to make them feel valued and special.

Passives (NPS Score: 7-8):

Passives are your lukewarm customers. They’re not unhappy with your product or service, but they’re not thrilled either. They won’t badmouth you, but they won’t rave about you either.

They’re the ones who are most likely to switch to your competitors if they find a better deal or a more attractive offer. You want to turn them into loyal fans and advocates.

Action: Don’t ignore passives. Reach out to them and find out what’s holding them back from loving your product or service.

• Use personalized marketing campaigns to show them you care.
• Make them feel special and appreciated by offering them incentives, discounts, or freebies.

Detractors (NPS Score: 0-6):

Detractors are the ones who are most likely to leave you and tell others to avoid you. They can damage your reputation and hurt your growth. You want to fix their problems and win them back.

Action: Contact them as soon as possible and listen to their complaints with empathy and respect. Fix their problems quickly and effectively, and make sure they’re happy with the outcome. By turning detractors into happy customers, you can not only keep their business but also turn them into loyal fans and advocates.

Keep this in mind: your ultimate goal is to get more raving fans and fewer unhappy customers.

That’s why you want to keep an eye on how your NPS score changes over time. This way, you can see how well your customer-focused strategies are working.

Advanced: Analyzing NPS data to uncover insights

Analyzing NPS data can help you find out what makes different customer groups happy or unhappy. And use that knowledge to improve your customer experience and marketing. Here are some of the most important things to look at when segmenting NPS data:

Demographics

• Age: This can help you tailor your marketing campaigns to match the preferences of each generation.
• Gender: NPS scores can also vary by gender. And this can give you valuable insights into how to improve your product development, marketing messages, and customer service for each gender group.
• Location: Another way to segment your NPS scores is by geographic regions. This can show you how satisfied your customers are in different parts of the world. And it can help you address any specific issues or needs that each region has.

Customer journey

• New vs. Repeat Customers: Comparing NPS scores between these two groups can reveal how well you’re attracting and retaining customers. And how you can optimize your customer acquisition and loyalty strategies.
• Onboarding Experience: The first impression is crucial for customer satisfaction. That’s why analyzing NPS scores during the onboarding phase is a smart move. It can help you spot any friction points and areas for improvement in the initial customer experience.
• Post-Purchase Support: Customer service is a key factor in customer loyalty. And segmenting NPS scores based on support interactions can show you how well you’re delivering on that front.

Product or service categories:

• Individual Products/Services: You can also segment your NPS scores by specific products or services. This can help you measure customer satisfaction levels for each offering separately. This insight can guide decisions regarding product improvements or retirement.
• Product Bundles or Packages: This can show you how you can leverage upsell or cross-sell opportunities.

Customer persona or behavior:

• High-Value Customers: Segment your NPS scores based on customer lifetime value. This can help you identify your best customers and provide insights into how to increase their loyalty.
• Engagement Levels: To find out how to boost customer engagement and satisfaction across the board, analyze your NPS scores for highly engaged customers versus less engaged ones.

Why You Should Track NPS Trends Over Time

By continuously monitoring NPS, you can uncover valuable insights and make data-driven decisions to drive meaningful improvements. Here’s why tracking NPS trends is crucial:

Measuring the Impact of Your Customer Experience Initiatives:

Compare NPS scores before and after making a BIG change, like redesigning your website or rebranding. Positive trends mean that your customer experience initiatives are working and creating positive vibes.

But if your NPS scores are dropping or staying the same? You might need to run some qualitative surveys and rethink your strategy going forward.

Spotting Seasonal or Cyclical Patterns:

NPS trends can reveal any seasonal or cyclical patterns in customer sentiment. And this can help you plan and prepare for periods of high or low satisfaction.

By spotting recurring patterns, you can proactively manage resources, staff, or offerings to match customer expectations during these periods. This insight enables you to deliver awesome and consistent experiences all year long.

Benchmarking Against Industry and Competitors:

Tracking NPS trends is not enough. You also need to compare your NPS trends with industry benchmarks and competitors. This can give you a bigger picture of how you’re doing in terms of customer loyalty and advocacy. It shows you where you shine and where you need to work on, helping you make smart decisions and set achievable goals for improvement.

Internal marketing

Positive NPS trends over time prove that you’re always improving and putting customers first. Steady upward trends or big jumps in NPS scores show that your efforts are working and boost stakeholders’ confidence in your organization. This progress can be shared internally to inspire employees and externally to build trust among customers, investors, and partners.

Two ways NPS will help your business grow

1. Finding customers who are about to churn

NPS can help you spot customers who are likely to churn. Detractors, those with low NPS scores, are more likely to become a customer at one of your competitors.

By tracking the percentage of detractors in your customer base over time, you can spot potential churn risks and take action to prevent them.

Correlating NPS data with customer behavior, such as how often they buy or contact support, can help you understand what keeps customers loyal or makes them unhappy.

By fixing detractors’ issues and improving your experience, you can boost retention rates and build long-term customer loyalty.

2. Identifying potential brand ambassadors:

By finding and engaging with promoters, you can use their potential to attract new customers and enhance your brand image. NPS data can help you discover what makes customers rave about your business.

And using NPS data to find customers who have referred others or left positive feedback allows you to further grow these potential brand advocates. By building relationships with promoters and giving them incentives or opportunities to share their positive experiences, you can increase your reach and use their influence to grow your customer base.

Utilizing NPS as a predictive tool for customer behavior enables you to take proactive steps in managing customer relationships. It’s extremely important and valuable if done right.

Summary

If you want to get the most out of your NPS surveys, you need to:

• Use NPS as a starting point, not an end goal
• Ask follow-up questions to understand why customers gave their scores
• Close the loop with customers by acknowledging their feedback and taking action
• Use NPS in conjunction with other customer metrics and qualitative data
• Test and optimize your NPS survey design and delivery

NPS is not a magic bullet that will solve all your customer problems.

But it’s a powerful tool that can help you understand your customers better and improve your customer experience. By using NPS effectively, you can turn your customers into loyal fans who spread the word about your business.

And that’s how you grow.