With the impact of Covid, how effective is NPS in reality

There are two questions here: one: is NPS effective in maintaining customer loyalty and two: how to leverage it to increase sales especially with the Covid impact. It does not take a rocket scientist to figure out that customer loyalty and sales are interrelated. The key question however is how does NPS fit in! The takeaway from the Forbes article attached is that first you need to know what the real NPS score is and then figure our what is actually influencing it. Then, and most importantly, to execute a clear plan to improve the score. Now, as I have often advised my retail clients, that to get a genuine feedback the survey must fit with 20 seconds window. The art is in getting a feedback volume big enough to be considered a scientific sample and with intelligent insight on the factors contributing to the score. It is a tough balance managing this in a 20 secnd window and that is why selecting an omni channel tool that is easily customizable and provides both the analytic aspect and communication aspect is critical in achieving a successful effective change. There are many who claim to offer NPS ssurvet soltions. Unfortunately most are just "toys" and inefective. Equally important is to have the ongoing advice from the tool and the service that comes with it to evolve the survey dynamically to make it more effective as the environment changes. The Covid situation taught us globally that we are in a fast changing environment that we must be able to quickly adapt to. That is only achievable when real trusted actionable data is attained. To do that you must invest in the right tool and the skills from the people behind the tool to use it effectively. This is not just a “technology” solution, but rather it si an art on how to use the technology in the effective manner. More insight in the attached article.

https://www.forbes.com/sites/shephyken/2016/12/03/how-effective-is-net-promoter-score-nps/#31c0785b23e4