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What are the benefits of sharing NPS feedback with your team?

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Net Promoter Score (NPS) is a simple but powerful metric that measures how likely your customers are to recommend your product or service to others. It can help you identify your loyal advocates, your dissatisfied detractors, and your indifferent passives. But NPS is not only useful for understanding your customers, it can also have a positive impact on your team. Here are some of the benefits of sharing NPS feedback with your team.

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Nicholas Gan

Driving Customer-Centric Business Growth | Connecting People & Tech in HRTech, SaaS & Stablecoin Payments | Mentor for…
Jim Bass, CCXP CX-PRO

Creating fresh new music with an old school feel

1 Boosts motivation and engagement

Sharing NPS feedback with your team can boost their motivation and engagement by showing them how their work affects customer satisfaction and loyalty. When your team sees positive comments from promoters, they feel appreciated and inspired to keep delivering value. When they see constructive criticism from detractors, they feel challenged and motivated to improve their performance. And when they see neutral feedback from passives, they feel curious and eager to find out how to turn them into promoters.

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Jim Bass, CCXP CX-PRO

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What this article calls "NPS Feedback" is really just Voice of the Customer (VOC) aka Customer/Client/Patient feedback. I recommend that businesses refrain from using terms like "NPS Feedback" as it keeps the focus on the internal business process rather than focusing on customer needs, perspectives and preferences. Be careful when sharing VOC with teams, departments and leaders. While the insight can boost motivation and engagement, if not shared in a constructive way, it can create adversarial relationships internally and promote finger pointing and blaming. This can lead to endless over analysis and a feeling that leaders have to defend or deflect the insight.

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Nicholas Gan

Driving Customer-Centric Business Growth | Connecting People & Tech in HRTech, SaaS & Stablecoin Payments | Mentor for Rising Leaders | Crypto & Generative AI in CX Aficionado | Advocating for Remote Work Innovations
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You start by highlighting a glowing review from a promoter, detailing how a recent feature update made their workflow seamless. Next, you share a constructive piece from a detractor, frustrated with a particular glitch. Rather than dishearten, this sparks a lively brainstorming session on how to address it, turning the challenge into a team mission. Lastly, feedback from a passive user, content but not thrilled, leads to a thoughtful discussion on innovation and going the extra mile.

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2 Enhances communication and collaboration

Sharing NPS feedback with your team can also enhance communication and collaboration by creating a common language and a shared goal. When your team knows the NPS score and the reasons behind it, they can communicate more effectively with each other and with other departments. They can also collaborate more efficiently to address customer issues, implement feedback, and create solutions. By sharing NPS feedback, you can foster a culture of transparency, accountability, and alignment.

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Nicholas Gan

Driving Customer-Centric Business Growth | Connecting People & Tech in HRTech, SaaS & Stablecoin Payments | Mentor for Rising Leaders | Crypto & Generative AI in CX Aficionado | Advocating for Remote Work Innovations
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Customer Success team points out a recurring issue highlighted by detractors, sparking a collaborative discussion with product and tech team on how it affects user experience. Marketing and sales chime in, offering insights on customer expectations and competitive positioning. This dialogue, fuelled by NPS feedback, breaks down silos, fostering a united front where everyone speaks the same customer-centric language. Ideas flow freely, leading to innovative solutions and a collective commitment to driving the NPS score upward.

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3 Improves learning and innovation

Sharing NPS feedback with your team can also improve learning and innovation by providing them with valuable insights and opportunities. When your team hears what your customers like, dislike, need, and want, they can learn more about their preferences, expectations, and behaviors. They can also use this information to innovate and create new features, products, or services that meet or exceed customer needs. By sharing NPS feedback, you can encourage a culture of curiosity, experimentation, and growth.

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Nicholas Gan

Driving Customer-Centric Business Growth | Connecting People & Tech in HRTech, SaaS & Stablecoin Payments | Mentor for Rising Leaders | Crypto & Generative AI in CX Aficionado | Advocating for Remote Work Innovations
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You organise the feedback into themes: what customers love, what they're missing, and what could be better. One team member highlights a suggestion from a promoter about a potential add-on feature that could save users time. This sparks a brainstorming session, with sketches and ideas flying around. Another group pores over detractors' feedback, pinpointing a common usability hurdle. They start prototyping a more intuitive interface on the spot. This becomes a melting pot of creativity, with NPS feedback being the catalyst. It's not just about fixing problems, it's about coming up with new ways to delight customers.

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4 Increases retention and loyalty

Sharing NPS feedback with your team can also increase retention and loyalty by making them feel valued and involved. When your team is aware of the NPS score and the feedback, they can see how their work contributes to the success of the company and the satisfaction of the customers. They can also feel more empowered and trusted to make decisions and take actions that improve the NPS score. By sharing NPS feedback, you can build a culture of recognition, empowerment, and commitment.

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Nicholas Gan

Driving Customer-Centric Business Growth | Connecting People & Tech in HRTech, SaaS & Stablecoin Payments | Mentor for Rising Leaders | Crypto & Generative AI in CX Aficionado | Advocating for Remote Work Innovations
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A team member had taken initiative based on a detractor's comment, streamlining a common process that was causing frustration. This not only resolved the issue for the detractor but also led to an uptick in your NPS score. You publicly commend them, showcasing how their proactive approach and dedication to listening to customer feedback made a tangible difference. This moment of recognition sparks a visible increase in team morale. Members leave the meeting with a renewed sense of purpose and ownership, seeing firsthand how their actions can directly influence customer satisfaction and the company's success. This culture of empowerment and recognition fosters a deep sense of loyalty and commitment within the team.

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Jim Bass, CCXP CX-PRO

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This can also create a sense of helplessness and an inability to impact change, so be strategic in the way feedback is shared. For example: if most of the feedback points to the product as the problem, the other departments feel like there is nothing they can do to improve experience and results. Then the teams that "close the loop" on the feedback feel like they are wasting their time placating customers and not really impacting change.

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5 Supports strategy and goals

Sharing NPS feedback with your team can also support strategy and goals by providing them with clear and measurable indicators. When your team knows the NPS score and the feedback, they can track their progress and performance over time. They can also align their actions and priorities with the company's vision and mission. By sharing NPS feedback, you can establish a culture of focus, direction, and results.

Sharing NPS feedback with your team is not only beneficial for your customers, but also for your team. It can help you create a positive, productive, and innovative work environment that drives customer loyalty and business growth.

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Jim Bass, CCXP CX-PRO

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It's probably best to share the score with leaders rather than all employees. The score can be vastly different across industries. A core of 80 could be low for the banking industry while as score of 25 could be high for a cable provider. The score is just a moment in time... it's just an indicator. It is NOT the holy grail. Instead look at retention and add-on revenue rather than the score. The volume of feedback can be overwhelming. Allocate resources to synthesize the VOC feedback into actionable insights or into categories the company understands. Show individual examples of the actual verbatims from customers they know and/or work with. Ask employees for their ideas on what can be done to improve the experience they deliver.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the benefits of sharing NPS feedback with your team?

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1 Boosts motivation and engagement

2 Enhances communication and collaboration

3 Improves learning and innovation

4 Increases retention and loyalty

5 Supports strategy and goals

6 Here’s what else to consider

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