Would People Recommend You?

A couple of months ago at International Coaching Federation (ICF) Conference – Converge 23 in Orlando (it was a really fun and inspiring event!), I had the opportunity to share strategies on leveraging client feedback to bolster a coaching practice. My focus was on a remarkably straightforward, yet potent two-question approach known as the Net Promoter Score? (NPS).

This technique is embraced by leading organizations, including many Fortune 100 companies. NPS is a proven metric to gauge how likely stakeholder are to promote you/your business. The survey begins with a simple question: “How likely are you to recommend our company to others?” followed by a probing second question, “What influenced your score?”

This approach isn't just for mega corporations. It's equally valuable for team leaders, coaches, consultants, and entrepreneurs. When you introduce this technique to your community, be it team members or clients, you unlock insights into their perceptions of your work, paving the way for enhanced success.

Be Recommended

By implementing a similar type of survey with your team or clients, asking whether they’re likely to recommend you, you gain valuable insight into the level of stakeholder buy-in, satisfaction and engagement. And simply by asking the question, you demonstrate that you care.

Of course, an NPS approach won’t replace one-on-ones with your team or feedback discussions with your clients, but it does offer crucial information that can be otherwise challenging to obtain. Here’s how it works.

Step 1: Ask this question:

For leaders: "On a scale of 0-10, how likely are you to recommend this organization to friends/colleagues as a place to work?"

For coaches, consultants and business owners: "On a scale of 0-10, how likely are you to recommend me/this company to friends/colleagues?"

Step 2: Ask this open-ended question:

“What made you choose that score?”

It will help you understand stakeholder loyalty and obtain qualitative feedback on the most important reasons for that level of loyalty (or lack thereof). Because responses can be obtained anonymously, you can rely on the feedback. And because the second question only asks for one reason, it can help you focus on those things that will have the biggest impact on your team or clients.

Implement Your Survey

You can apply this technique to your team or clients with any simple survey tool, like SurveyMonkey. Once you get the data:

• Share the results with your stakeholders – the good, the bad and the ugly
• Prioritize actions that will help increase the score, and ultimately, your stakeholders’ experience
• Continue to use these surveys so that over time you’ll see trends (hopefully moving in the right direction!)

By using this two-question survey to measure and improve employee loyalty or client satisfaction, you can increase satisfaction and promotion and ultimately increase your success.

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