Segment the data: This will help you to understand in depth what users' perception of your brand is. The NPS classifies user responses into 3 groups:
– Detractors (Score 0-6): These are customers who do not like the product or service. They are also usually very critical and would not do business with the company again.
– Passive or Neutral (Score 7-8): They are considered customers who would buy the product or service if it were really necessary, however, there is a possibility that they could go with the competition.
– Promoters (Score 9-10): Customer or user who has had a good relationship with the company, service or product from the very beginning. They are loyal to the brand and offer positive feedback to their family, friends or colleagues.
We apply the formula : Once you have classified the information, you must apply the Net Promoter Score (NPS) formula for your brand:
Step 1: (Detractors + Promoters) = X
Step 2: Convert the number of detractors (%) and promoters mexico phone number lookup free into percentage (%)
Step 3: (Promoters % – Detractors %) = NPS
Remember that NPS is an indicator that must be measured continuously. For this reason, we share with you some practices that can help you improve your users' perception on social networks and positively impact your next NPS measurement.
Continuously improve the content
As a result of Covid-19, various brands have migrated to digital and maintaining a constant presence is essential for your product/service; however, it is recommended that content on social media not only sell, but also provide valuable information to strengthen ties with the customer, whether through educational or informative posts, among others. Remember, it is vital to position your brand against the competition.
Create a strong community
While the number of followers apparently gives you an idea of how well positioned your brand is, the ideal is to continue creating valuable content in order to create a large but quality community. This will help your messages reach those who are really interested, which can lead to higher sales.
Boost your customer service
Social media has become a key point of contact between brands and users, whether to obtain information, check prices, ask for help or make a complaint. It is essential to have effective and fast communication on social media, to have a prepared team, personalized responses and management focused on customer experience.
Finally, social media is a Pandora's box, and if you know how to use it properly, you can create a brand image that will constantly evolve as you increase your NPS indicator, thus converting detractors or neutrals into promoters.