If you are looking for an online reputation management platform, it is quite possible that you may have come across the term Net Promoter Score or NPS. NPS has been around since the early 2000’s and many companies have implemented this system to enable more visibility into their customers level of satisfaction with their brand. But what exactly is it and how does it stack up, and is 5starRocket and alternative to NPS? Let’s take a look.
The metric was developed by (and is a registered trademark of) Fred Reichheld, Bain & Company and Satmetrix. It was introduced by Reichheld in his 2003 Harvard Business Review article “One Number You Need to Grow“.
The Net Promoter Score or NPS is an index ranging from -100% to 100% that measures the willingness of patrons to recommend a company’s products or services to others. It is used as a proxy for gauging the overall satisfaction with a company’s product or service and the customer’s loyalty to the brand.
Customers are surveyed on what Reichheld dubbed “the Ultimate Question”. “On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or a colleague?” Based on their rating, customers are then classified in 3 categories: detractors, passives, and promoters. By segmenting your users, you have the opportunity to impact your online reputation management efforts, by driving tailored CTA’s to each persona. We will share alternatives to NPS at the bottom of this article, but for now we want to ensure you understand what is NPS?
‘Promoters’ answered 9 or 10. They love the company’s products and services. They are the repeat buyers and are likely to recommend the company’s product or service to a friend or a colleague. You can leverage promoters as advocates for sure, read about how in our small business tips post.
‘Passives’ gave a score of 7 or 8. They got what they wanted but nothing more. They could be easily swayed by competitive offers. They probably wouldn’t spread any negative word-of-mouth, but are not enthusiastic enough about your products or services to actually promote them. In all fairness, feedback we’ve seen in our review management platform at 5starRocket, Passives (a 3-star rating), often don’t realize the full value of your product. When they leave feedback you have an opportunity to respond and turn that 3 star review into a 5 star review. The truth is, good communication can make a huge difference.
‘Detractors’ gave an NPS lower or equal to 6. They are unhappy customers who can damage your brand by leaving reviews, and impede growth through negative word-of-mouth. Bad reviews matter, and using our platform will send you alerts that you can respond to immediately to resolve the situation.
Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100% (if every customer is a Detractor) to a high of 100% (if every customer is a Promoter).
The Net Promoter System consists of 3 steps. Now, if you are looking for an alternative to NPS, and you should look at multiple options that accomplish a similar goal, please keep reading.
This involves sorting the participants into the 3 categories: detractors, passives, and promoters. In addition to the “Ultimate Question” (“On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or a colleague?”), customers are usually asked one open-ended question, “What is the reason for your score?”. This gives the your company insights into what most affects their client base. But, nearly all NPS platforms have a sterile feel that leaves customers satisfied with leaving just a number and maybe a line of text feedback. We offer an alternative to NPS in that regard.
In this step, the company using NPS “seeks” to resolve detractor issues with the ultimate goal of converting them into promoters. The company would also seek to mobilize the promoters and encourage them to tell others about their positive experience.
All staff members must be knowledgeable of NPS and actively working to improve that metric. To properly execute it NPS, you need a PhD in Cat Juggling, often a competent developer, a staff that is uber attentive and really be able to understand messaging to have maximum impact from a 1 sentence question. Does this all sound a bit complicated, marginally impactful and leave you looking for an alternative to NPS?
The NPS System is used by plenty of businesses, and there are several companies offering products in this field. But, there are certainly drawbacks, which is where 5starRocket shines.
5starRocket takes a more proactive approach with your brand advocates, (those giving you 4 or 5 stars on our platform). With our review platform, your promoters can seamlessly and effortlessly share their positive experiences with a broad audience in the form of an online review. Reports show that consumers trust online reviews as much as personal recommendations. We allow our clients to embed all the online locations they would like reviews shared. When you receive positive feedback, it provides your clients to directly post their feedback, literally while they are still on their device and in the sharing spirit!
You have a real time Dashboard that provides you client feedback. You can filter by rating, by the location of your business (if you have multi-locations), and more. You have instant rankings right in front of your nose. No calculations required.
You can drive your customers to the site of your choice for online review management. This allows you to be the master of your online reputation. Send your advocates to your favorite review site with 5starRocket to leave reviews and help negate that bad review. If you got a bad review on Google? You have 2 options. First, you can try and remove Google Reviews or try and delete reviews on Facebook. OR, you can try and get reviews removed AND “push” those poor reviews down. Effectively burying them in great online reviews harvested from our review platform. There are so many options to grow your online reputation management efforts, the truth is, it’s not super challenging, you just need the right tools.
5starRocket users can throttle their feedback requests. You can time whey you send review requests to your clients. You can send them follow ups, you can personalize the message and the icons they use to review you (Stars, Hearts, Emoji’s). We allow you to personalize the experience and not have a cold/canned feeling which prompts more users to respond with feedback
Automated alerts when you receive bad feedback. This is a huge learning opportunity for many of our clients. You have the opportunity to get better as a business, and also resolve the issues with your customer before they post something bad about you online. You will always receive the feedback from your clients, they will not be provided the opportunity to post that review online through 5starRocket (like they are with good reviews), so that you have a chance to react, resolve, and turn frustrated customers into happy customers.
We are frankly just much less expensive and provide much more flexibility to customize your brand outreach. Why? We believe firmly that if the product works for you, you will be our customers longer. We are in this for the long haul and would prefer to have you as customers for years instead of months.
Last, we often get asked why net promoter score doesn’t work. The answer varies for your business model. Without the text feedback, a simple number doesn’t do enough to stratify the results. Meaning, a “6” or “8” is only that, a number without foundation. Was it the product, the service, the delivery, the online shopping experience, etc. etc. When you assume, you are making decisions off bad data, and that can be quite detrimental. To be clear, NPS does work for some businesses, especially ones that are more one dimensional. But, for businesses offering multiple products or services, you can see why net promoter score doesn’t work when you are acting on data that isn’t accurate…
The NPS System is a solid tool to monitor experience, and provide customer feedback. However, if you are looking for something more out of your online reputation management tools, with a simple interface, create a 5starRocket account as an alternative to NPS is a smart move. Not only does it allows you to monitor your customer experience and provides valuable customer feedback but we’re far more proactive in getting your happy feedback out there. Allowing you to not only enhance experience, but attract new business from potential customers. Read more about getting started with 5starRocket.