Ask anyone in CEM (Customer Experience Management) about NPS (Net Promoter Score); they will know exactly what you’re talking about.
Created in 2003 by Bain & Company, it is typically a 2-question survey that measures customer experience and brand perception and ultimately gives insight into business growth. The gist of it groups respondents into the following categories:
- Promoters respond with a score of 9 or 10 and are typically loyal and enthusiastic customers.
- Passives respond with a score of 7 or 8. They are satisfied with your service but must be happier to be considered promoters.
- Detractors respond with a score of 0 to 6. These unhappy customers are unlikely to buy from you again and may even discourage others from buying from you.
The score is generated by taking the total percentage of Promoters and subtracting it from the total percentage of Detractors. So your score can be anywhere from 0 (very bad) all the way up to 100 (impossibly good). The NPS is so popular because it’s straightforward to generate, but it can be hard to get responses like anything else.
But what do robotic handwritten cards have to do with NPS surveys?
We’re glad you asked.
We can launch a handwritten card campaign to get higher response rates for NPS surveys by working with you to determine which customer segments you want to better understand.
Sure, you could send an email, but what is the open rate (much less response rate) for emails?
Not great. But there’s a better way.
Remember the blog post that mentioned the information gap theory of curiosity? That’s one part of the strategy we would use here to ensure it at least gets opened.
The other parts of maximizing the chance to get a response include:
- Figuring out an incentive (if necessary) to take the survey
- Communicating the brevity of the survey
- Creating an easy and seamless action step for the recipient
When preparing a handwritten cards campaign, we consider these components to get a higher NPS survey response rate.
Once we gather the results, we can help you:
- Analyze your Score
- Convert Detractors
- Incentive Promoters/Enthusiasts
- Turn Passives Into Promoters
- And so on and so forth
The Net Promoter Score is one of the most widely accepted and utilized methods for measuring client satisfaction, and there’s no better way to get responses than to use robot handwritten cards.
Ready to measure client satisfaction? Then LET’S FREAKING GOOOOO!