NPS survey today is a quite frequently discussed term. From written surveys to online solutions, this technique has grown phenomenally and has resulted in empowering organizations. Being a swift and effective way to know customer’s opinion and utilizing the insights to enhance customer experience, net promoter score survey has genuinely impacted small and large organizations deeply.
But to know real customer emotions NPS has to be integrated with sentiment analysis. Though NPS score enables organizations to focus on improving it, keeping a track on their detractors, promoters and passives, yet it is too broad to understand what customers actually feel. Promoters can still complaint about the specific products and detractors still can share their happy stories. Looking at this scenario, when there is a need of getting a drilled down analysis on the genuine customer sentiments, sentiment analysis breaks through.
Sentiment analysis opens the way to know the customers more deeply and points towards their exact problems. Social media comments, reviews, comments on open forums, emails and even calls about certain issues drive the focus of the organization towards solving the real issue faced by them.
Why customer sentiments matter?
The final NPS score gives the overall scoring of how much the customers are loyal towards a particular brand. To find out what the customers are really happy or unhappy about, sentiment analysis of the data collected from various channels makes the efforts more effective. Technology has evolved and so have the ways to come closer to the customers. Advanced algorithms used in sentiment analysis learn from large data sets and evolve to capture the right sentiments, leading to enhancement of customer experience.
Taking NPS to the next level
The NPS survey designed needs to be in such a way that it is easily accessible on all the platforms like on mobile, website, messaging apps, text or SMS. This makes it easy for the customers to fill in the survey form on the go without putting in any efforts. The easier the task for the customers the more delighted they are. Adding more, it should work with multiple languages. Each comment captured through the survey when tagged with the degree of sentiment, conveys a lot more than just a piece of text.
Robust Dashboardsr
Any examination concludes with the generation of a scorecard of the performer which decides the status of the performance. Similar is the case with dashboard creation and reporting after the completion of a
net promoter score survey and sentiment analysis on the comments shared by them. Clear, insightful and properly defined reports with illustrative graphs, facts and figures portray the level of customer experience improvement. With powerful and flexible generated reports shared with the right employees meaningful outcomes are ought to be generated.
Customer behavior predictionr
Neatly drilled down reports with accurate NPS score can help the organizations predict what their customers are up to and eventually work upon enhancing their customer loyalty. This data is not just to create a scorecard and publish it regularly but it can be used to predict what can customers do in the coming future, like are they likely to move on or would like to stay. NPS data when dug in carefully is also capable of assisting the brands when and where to step in to help the customers.
In the end…
No doubt, NPS can be best described when it comprises of only two questions- one which asks about the overall experience with the services/solutions/products etc. and the other asks the rating on the scale of 0 to 10. But with the analysis of those answers through advanced analytics makes it meaningful and all the more powerful. Long questionnaire are time consuming and increase customer dissatisfaction. These two questions if answered honestly by the customers make it possible to predict their behavior and loyalty to that particular brand.
Today when options for the customers are limitless, gaining their loyalty matters. NPS survey data if captured carefully and utilized effectively along with the implementation of understanding customer sentiments can help the brands make the customers their brand advocates.