Many organizations have turned to Net Promoter Score®, or NPS®, to measures customer experience. The simplicity of the single question model and corresponding metric is part of its appeal, but some research has also shown a correlation between the score and organizational success. The so called “Ultimate Question” below:

“On a scale of zero to 10, with 10 being highest, what’s the likelihood that you would recommend us (our company) to a friend or colleague?”

Has become a proven metric that has been broadly adopted and has transformed the business landscape. NPS has become a core metric for measuring customer experience management programs.

Why NPS?

Simplicity is certainly a factor there is an allure in the simplicity of having a single standard to drive your efforts to improve customer and stakeholder experience. Of course having a single metric means nothing if you aren’t working to improve their performance in regard to the metric. Use NPS to help drive systemic performance.

In the same vein it’s important to remember that NPS is a system driven number that is the culmination of the experience your customer had through their entire experience with your organization. From first touch to that last service call NPS is measuring the entire breadth of their experience with your organization. While that last service call might impact a customer’s response it’s important not to tie NPS measurement to individual transactions. Knowing how someone’s last service call went should be kept separate from NPS measurement. Use NPS to measure the health of your customer relationship not a particular transaction.

Companies adopting NPS need to ensure they don’t lose focus on the individuals that comprise the metric. NPS is a composite score and composite scores are made up of their parts. Individual promoters, passives and detractors all requires further exploration and evaluation so that you can understand what is driving their experience. Use NPS as the jumping off point for exploration into what is working and what isn’t.

Net Promoter Score Definition

The Net Promoter Score is essentially an index ranging from -100 to 100 that measures the willingness of your stakeholders to recommend your company’s products or services to others. It is used as a proxy for gauging the customer’s overall satisfaction with a company’s product or service and the customer’s loyalty to the brand.

Building an NPS System in ExAM and Salesforce

Building an NPS survey is quick and easy in ExAM and starts with building the survey itself. ExAM enables you to rapidly gather information from your customers and other stakeholders and evaluate it so you can make better decisions. In the following blog series, we will walk you through the steps of creating a full-fledged NPS system in salesforce and ExAM. Getting started with NPS can be a lot simpler though. Implementing even the first few steps will get you measuring your customer experience in a simpler and cleaner way that will help you focus on addressing systemic issues rather than a maze of performance metrics. In the next few blog posts, we will cover how to build a complete NPS management system using your existing Salesforce infrastructure and ExAM.

Next: Building the NPS Survey

Building an NPS System in ExAM and Salesforce

  1. Building the NPS Survey
  2. Distributing your NPS Survey
  3. Configuring Survey Look and Feel 
  4. Field Mapping NPS Data from My ExAM Survey into my Salesforce Contact Object
  5. Building an NPS object to support Advanced Reporting
  6. Salesforce Process Builder: Creating NPS Records on Survey Submission
  7. Hitting Send on your NPS Survey
  8. Monitoring ExAM NPS Survey Results

Background on NPS