NPS is a powerful tool which is ideally paired with mystery shopping, to get high volume customer feedback. However, it can be difficult to collect customer data at store level.
It can be hard to find the internal resources to deploy actionable NPS across your whole network.
Our internal audit program will allow you to throw away the broad brush so you only use resources fixing things that are broken.
You’ll know exactly where your compliance gaps lie so you can reduce failures that could damage your brand reputation, identify inefficiencies, or simply ensure each site is ready to trade.
We work with you to define your exact bespoke questions.
We set up the program for each individual site, state and area.
You receive NPS data through our live reporting dashboard.
Net promoter score asks a customer a single question as to whether they would recommend your product to friends or family. The response is scored on the scale of 0 to 10, where scores of 9 or 10 (promoters) are given one point, scores of 7 or 8 (neutrals) are assigned zero points, and any score under seven (detractors) is allocated minus one point.
NPS is inexpensive to deploy and provides a vast amount of data from genuine customers. The results are simple to understand at all levels in the organisation.
NPS was designed as a method to measure customer loyalty predictively. It is also an excellent early warning indicator of customer issues. However, it isn’t the be-all customer measurement tool.
To deploy NPS properly, it needs to deploy at the individual store (site) level. Deployment is where the complexities can be crippling. It is simple enough to deploy an NPS study using a free service, but you must also deploy at the store level and report back in the same way.
NPS should form a part of a broader customer and operational dashboard. The reporting should be available live at store level and aggregated at an executive level.
We combine the NPS reporting (broad) with our deep mystery shopping and compliance reporting.