12 Proven Ways to Boost Your Net Promoter Score (NPS) and Fuel Business Growth

A strong Net Promoter Score (NPS) can be a game-changer for B2B technology and telecom companies looking to drive growth and stand out in a competitive market. In this article, I'll share 12 proven strategies to help you improve your NPS and harness the power of customer loyalty to fuel your success.

1. Ask the Right Questions in Your Surveys

To get the most valuable insights from your NPS surveys, keep your questions short, focused, and relevant. Include a driver question to understand the reasons behind customers' scores, and consider asking about demographics to better understand your audience. Most importantly, ask how they'd like to see you improve – this gives customers a direct say in your business development.

2. Use Cascading Questions to Unlock More Answers

Cascading questions provide specific details about subsets of your customer base and can lead to a simpler, more personalized survey experience. They also reduce the need for complex text analytics, making it easier to uncover actionable insights.

3. Increase Your Response Rates

Higher response rates mean more accurate NPS results, which open doors for your CX program. Be clear about what customers can expect, keep your contact lists up to date, and send surveys at the right time. Our research shows that Thursdays and Fridays often give response rates a nice boost.

4. Don't Neglect Passives and Non-Respondents

While it's important to focus on Detractors and Promoters, don't overlook Passives and Non-Respondents. Consider Non-Respondents as Detractors, and keep a close eye on Passives. An absence of signal should be treated as a high-risk signal in itself.

5. Choose the Right Survey Delivery Vectors

Email may be the easiest option for you, but it doesn't always deliver the best results. Explore alternative channels like SMS, WhatsApp, embedded forms, pop-ups, or telephone agents to collect feedback and improve engagement.

6. Benchmark Against Your Competition

Understanding your competition inside and out is crucial. What's their service like? Do they have a reputation for excelling in a similar vertical? How can you offer current and potential customers a better experience? Asking these questions will help you understand where your company stands in the industry and strategise how to improve.

7. Benchmark Your Own Progress

Regularly collecting data on customer satisfaction allows you to track your performance over time. Use powerful customer experience tools to view your progress month to month or quarter to quarter, and identify areas for improvement.

8. Consistently Close the Loop with Customers

Act on customer feedback, whether positive or negative, and reach out to let them know what you've done. Our research shows that closing the loop within 48 hours can lead to a 12% increase in retention. Don't underestimate the impact this can have on customer loyalty.

9. Conduct Root Cause Analysis

To effectively address customer problems, you need to understand their underlying triggers. Use the "Five Whys" technique – start with the customer's problem, ask why it happened, and keep asking "why?" to better identify issues causing wider difficulties.

10. Tie Your NPS to Revenue

By measuring Promoters, Passives, and Detractors against financial data, you can learn the portion of revenue at risk, know high-priority CX areas to focus on, and understand which opportunities could lead to the highest growth. Yet according to our research, 70% of businesses don't tie their CX data to revenue – don't be one of them.

11. Ensure Buy-In Throughout Your Organisation

Your NPS won't improve unless your entire company believes in it, especially upper management. Embed CX in the culture of your company, from the CEO to frontline staff, to create a truly customer-centric organization.

12. Invest in Powerful CX Tools and Expertise

To truly harness the power of NPS and customer insights, consider investing in specialised CX tools and partnering with experts who can guide your strategy. At TechGrowth Insights, we specialize in helping B2B technology and telecom companies uncover deep customer insights to drive growth and differentiation.

Unlock Your Growth Potential with Our Free Assessment

If you're ready to take your NPS and customer experience to the next level, I invite you to apply for our exclusive Growth Opportunity Assessment:

?? Do You Qualify for Our Free Growth Opportunity Assessment? ??

We're offering a complimentary Growth Opportunity Assessment to select technology and telecom companies with annual turnover between ￡5 million and ￡100 million. This bespoke analysis includes:

1. Uncovering hidden growth opportunities specific to your business

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3. Receiving a tailored roadmap for accelerating your company's growth

4. Benchmarking your performance against industry leaders

5. Identifying and prioritizing the most impactful areas for improvement

Don't miss this chance to gain valuable insights that could reshape your business strategy. To see if you qualify, simply visit: https://www.techgrowthinsights.com/growth-opportunity1

I hope these 12 strategies have provided you with practical ideas for improving your NPS and harnessing the power of customer loyalty to drive growth and differentiation. If you have any questions or would like to discuss how TechGrowth Insights can support your CX efforts, feel free to reach out. I'm always happy to chat and share more insights from our work with B2B technology and telecom leaders.