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73% of companies that focus on customer experience perform better financially than their competitors.
How do you measure it though? Through Net Promoter Score. NPS uses scientific means to measure your customer loyalty, helps you expand your customer base, and assists you to retain the existing ones.
NPS will show you how to predict customer loyalty. You can never earn trust through numbers; you can only build it through a good relationship with your customers. That is how you will get higher NPS scores than your competitors.
NPS helps your business start from a score of 0-100 without even a struggle and brings it to a happy ending. Just make sure you keep following up with your customer to make them come back.
Using NPS also assists businesses to convert passive customers into active members who promote your business to people around them.
In this article, you will learn how to use NPS surveys for business growth and how to create NPS Chart in Excel.
In this blog you will learn:
This is where a tool like ChartExpo comes into play and helps you visualize NPS data within a click. Let’s look at how to create an NPS Chart in Excel.
Definition: Net Promoter Score is a scale that marketers used to measure customer experience. It also predicts how the customer experience affects business growth.
These metrics have changed the world of business and helped marketers know where they stand with their competitors by using NPS core measurement to know the loyalty of the customers.
NPS measurements range from -100 to +100. When your product or service has a higher and positive score, the effect on the customers is positive, and when the score is lower, your product or service has a negative effect. With these findings, you can now make the necessary changes to improve the situation.
The Net Promoter Score was created by Fred Reichheld in 2003. Over time this methodology has been adopted all over the world by many companies who want to benchmark their customer experience.
The interesting thing is that NPS is not that complicated. The solution is hidden behind one simple question, on a scale of 0-10, what is the likelihood of you recommending our company to a friend or colleague?
Once you have your results, you can incorporate your NPS into the overall customer satisfaction strategy.
NPS is incredibly straightforward, but don’t let that simplicity fool you.
NPS is often used as a predictor of business growth (or decline), so calculating it fast is less important than calculating it right.
Regardless of your size or industry, NPS is a great way to understand your customers.
Connect with shoppers after their order arrives, identify why customers choose your software over competitors, and get feedback from guests of your hotel after their stay.
Your happiest customers can also be your brand evangelists. Identify your promoters through NPS surveys and ask them to review you on 3rd-party sites or participate in case studies to keep your reputation strong and promote your brand.
But regardless of that, the most important thing is to track the NPS results and it is not well tracked until you visualize the results within charts.
It is very tough to visualize NPS data in excel because there is no built-in template in excel that allows you to visualize and track this type of data.
Below are the ways through which we are going to create NPS charts in Excel:
After clicking on the “Specialized Survey Charts”, select the CSAT Score Survey [NPS Detail] Chart as follow:
After clicking on the chart you will see the Score Detail Chart on the screen.
| Question | Rating | Count |
| How likely is that you will recommend us | 0 | 10 |
| How likely is that you will recommend us | 1 | 45 |
| How likely is that you will recommend us | 2 | 61 |
| How likely is that you will recommend us | 3 | 80 |
| How likely is that you will recommend us | 4 | 123 |
| How likely is that you will recommend us | 5 | 75 |
| How likely is that you will recommend us | 6 | 41 |
| How likely is that you will recommend us | 7 | 88 |
| How likely is that you will recommend us | 8 | 45 |
| How likely is that you will recommend us | 9 | 134 |
| How likely is that you will recommend us |
10 | 209 |
NPS (Net Promoter Score) is used by marketers or business people to measure the loyalty of their customers and see if they may recommend other customers to the product and services they offer. Here are some advantages of the Net Promoter Score.
Distractors are customers who are unhappy or unsatisfied with your product or service, hence they tend to rate your score 0-6 on the NPS scale.
Unsatisfied customers will also rate your company poorly whenever they get the change. They find mistakes in whatever you do.
This is important because you can identify which one of your customers is happy or unhappy through the NPS scale.
To avoid a distractor from spreading the negative reviews, you must identify them and the reasons they are unhappy. Once you get hold of the detailed mistake, find a way to satisfy this customer because one mistake of your brand can cost you your business.
No business is ready to ruin their brand, hence it is important to use NPS. Always know that when the score is low there is a gap between your product, brand, and services and their expectations.
Once you identify who the promoter customers are, you can politely ask them to rate the products or service you offer, advertise your company to their friends or even like or follow your e-commerce website or social media account. If by any chance they are willing to do that you can offer them a discount and gain their trust and loyalty.
Customer review is always a key point to every business. Running the NPS survey shows that you care about your customers. When you find out that customers are saying good stuff about your business, this is like music to your ears. It shows that customer satisfaction satisfies you too.
This is an indication that your customers always come first and their thoughts and ideas are of importance to you.
If you have good communication skills with your customers it means your NPS score may go high because most customers want to feel special. Once a customer requests something that is not available, be willing to bring it as soon as possible to gain customer trust.
When you use NPS surveys you gain a high score on business and gain potential clients or customers. Using NPS gives you an idea of how likely they are willing to continue coming back.
This is when you use questionnaires in your NPS surveys. To be precise make sure you use both multiple choices and open-ended questions. If customers are willing to fill them then you are lucky.
After they are filled, place them in survey analysis software to generate feedback.
You can also try the sentiment analysis on the descriptive comments from customers to find out how they think, behave and want. Using Net Promoter Score and reports helps understand how your customers feel about your products and services, shipping, and customer service.
NPS as you have seen above is the measuring scale used by marketers to gauge the perception customers have about their products and services.
In every rating, there must be a higher level, a lower level, and a medium level.
It is important to consider the score and take the opportunity to engage seriously with your customers because it is never easy for a customer to take his/her time to rate your company.
Let’s discuss the scores of NPS.
Generally speaking, if your score is below 0, it would be an indication that you need to address a lot of issues in your business. It means that almost all your customers are distractors to you and your business.
A score between 0-30 is a good range but still, there is room to improve on your products and services hence these are likely to be promoters to your company.
If you score an NPS scale of above 30-70 that is an indication that your company is doing very well and you have an excellent performance.
Lastly, an above 70 is considered a world-class score. The customers are satisfied fully. Hence a good Net Promoter Score is one above 30 and above 70 means you are doing a good job with your products and services.
In data visualization, NPS provides a simpler phenomenon like -100 to +100 in part of numbers.
However, there are different ways to visualize Net Promoter Scores to understand your data easily. The one you choose should be dependent on the aspect you emphasize your NPS on because it gives you the final score.
Visualizing the Net Promoter Score lets you see the composition of the final score. This is important because the distribution of detractors, passives, and promoters can be wildly different and produce the same score.
You may have more distractors and promoters than other companies hence NPS gives you the motive to look at things holistically. You can look at what your customers are recommending on a deeper level.
Viewing the overall NPS score is a good measure of how well the company, product, or service is liked overall but it can hide important insights in the data.
You should always segment your data in different ways to see if groups differ from the overall statistic. The most common ways to segment NPS include:
These can expose which groups your product is working great for and which ones it isn’t. Without breaking down NPS by groups, you might think that everyone is having the same experience with your product.
Throughout this article we have looked at Net Promoter Score (NPS) and why it is important for businesses.
NPS is a simple tool that businesses use to measure customer satisfaction concerning their products or services.
Companies that use these tools to date have improved their performance drastically compared to those that do not review customer feedback. Remember nothing is done overnight. While you may have the desire to quickly find out what your customers think so that you can fix the issues, you need to constantly get the customer’s feedback on daily events.
While NPS data is important to collect, the only way you can best understand it is through data visualization.
NPS Chart in Excel is perfect for capturing and analyzing your customer feedback.
Do not worry if you have zero to no experience in data visualization, NPS Chart in Excel is very easy to make. You only need the data collected, and with just a few clicks your chart is ready.
NPS is very easy and quick to know the way through which your customers feel or if they want some adjustments in your company hence it gives you a chance to improve. If you are a business guy kindly use NPS you don’t need to ignore it.
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