NPS: How is word of mouth working for you?

What is the probability that a customer will recommend your brand to a friend or family member? This is how many NPS surveys start and one of the ways you can find out if word of mouth is working for your online store.

What is NPS?

Your Net Promoter Score (NPS) is one of the most important customer satisfaction metrics –if not the most. It determines the level of loyalty from customers and the affinity between the brand and buyers.

Normally, the NPS is based on a single question that customers need to answer on a scale from 0 (extremely unlikely) to 10 (extremely likely).

Customers who participate in this kind of survey are then classified into:

• Promoters (9-10): Customers who are brand ambassadors and are very likely to recommend the business.
• Passives (7-8): Moderately satisfied customers but not particularly enthusiastic.
• Detractors (0-6): Dissatisfied customers, unlikely to make a repeat purchase or recommend the store.

More questions can be added to the survey to add context and detailed information on consumer habits and the buyer profile.

How to calculate the NPS

To calculate your NPS, first, you’ll need to start asking your customers about the likelihood of them recommending your company to others.

Once you have enough data – this depends on your customer database and business size –, you can analyze customer information and apply the following formula:

NPS = % Promoters - % Detractors

What would be a good NPS?

According to the developers of the NPS concept, any value above 0 is already good. However,? as the importance of providing world-class customer service increases, having an NPS that is as high as possible becomes indispensable.

<0 - Poor

>0 - Good

20-49 - Very good

50-79 - Excellent

>80 - Extraordinary

How to create your NPS survey and commonly asked questions

To have enough valuable information for this eCommerce KPI, several aspects need to be considered: you need to be asking the right questions and you need to send them through a convenient channel for the customer – even better if you add a motivation to increase the chances of receiving feedback with a discount or gift.

With Outvio, you can send automatic satisfaction surveys to gather customer feedback and obtain positive reviews for your business.

Some commonly asked questions that could be applicable to your business:

Question 1: How likely are you to recommend our company, on a scale from 0 to 10??

This is a basic NPS question that you shouldn’t miss!

Question 2: How was your most recent experience with our product or service?

To boost your response rate, offer a scale or a series of emojis that can be simply clicked on or dragged across.

Question 3: How well have we met your expectations? / Did we meet your expectations?

Depending on which one you choose, you can offer a YES/NO answer, or use the possibilities given for the second question.

Question 4: Have you bought from (store name) more than once?

If they select “Yes”, you can also ask:

Question 5: What is the main reason why you continue to buy our products or services?

While you can provide a text field to allow customers to type, offering common responses can boost the response rate. It all depends on the type of information and the level of specificity you want and need.

Question 6: What is your favorite feature of our product or service?

For this question, you can give a list of options from your best-selling products, together with the possibility to add another product or service in the category “Other”.

Question 7: How would you describe the quality of our customer service?

In this question, you can give a scale from 0 to 10 or multiple options (Excellent, very good, good, average, somewhat deficient, poor customer service).

Question 8: How would you improve our product or service to better meet your needs?

If you really have an interest in obtaining more insights about your product and services to make them better, this question will provide the necessary information for that.

On the other hand, this data is harder to track and work with as it provides non-quantifiable information.

NPS in eCommerce, how to improve it?

Fostering customer loyalty and retention is typically a priority for online stores. But how can you ensure a high NPS? Definitely, those stores that don’t neglect the post-purchase delivery experience have been proven to have higher loyalty rates.

Receiving the parcel on time is important, but as an online store, your duty is far from only delivering the products.

Buyers nowadays expect on-time delivery notifications, with updated information and fully branded, as they may be purchasing from different online businesses at the same time.

Hence, they appreciate a personalized delivery service and feel much more connected to the values of the online store.

Integrating professional tools that help guarantee quality service after the purchase process is, for this reason, not even an option.

Many online stores realized the value and potential of the customer experience in having an exceptionally high NPS and choose to work with Outvio to inform their customers about the status and location of their orders, avoiding unnecessary queries and even preventing possible delays or missed deliveries.

But Outvio does more than that! Start now and unlock your potential.

Conclusion

Instead of relying on other eCommerce metrics, perhaps more focused on sales or marketing, the NPS analyzes customer satisfaction and allows companies to make informed, effective, and customer-centric decisions.

Learning to calculate and interpret NPS is important, but it all starts with the questions you ask! Start developing your questions and send surveys that are tailored to your business and customer profile. This small step contributes to business growth and customer satisfaction.

If what you want is to receive more positive feedback about the delivery experience, Outvio’s Review Booster? may be just what you are looking for. Sign up and try it out on your own!