“How likely are you to recommend us to a friend?” This simple question is the basis behind the idea of a Net Promoter Score (NPS). NPS distilled the complex idea of customer satisfaction into a single number, giving you insight into what people think of your product or service. But, what do you do with an NPS score? Until now, NPS hasn’t been particularly actionable. Sure, you know how you stack up against the industry average, but what do you do with that information, how do you make it an actionable datapoint for your business.

Logitech, for example, uses NPS and customer feedback to guide product design decisions. In The Ultimate Question 2.0, Logitech discussed how a low Net Promoter score exposed design flaws in their MX 5000 keyboard and mouse. Logitech responded to customer criticisms and leveraged that information to make changes to the next model, helping the company improve their NPS and the overall reception of the next generation of their product.

The Importance of NPS Data

Customers have the power. Above all else, their opinion matters most because without them there would be no one using your product. If you aren’t able to keep your customers happy, you make yourself vulnerable to the most costly mistake of all: customer churn. Customers will stop using your product, and with the power of social media, you may find that their negative experience has a bigger impact than you realize.

There is critical information within NPS scores that has implications that go beyond your customer experience team. Companies are realizing the importance of how NPS can improve the incorporation of customer feedback in product roadmaps, the way their sales teams communicate with and grow vulnerable accounts, and how customer success teams identify champions within an organization. They are able to improve their products through customer insight, see where pain-points are, and even create what customers want to see in the product giving them a leg up on the competition.

Automation Helps NPS Scale

Making NPS actionable can be a challenge, particularly if it is dependent on manual processes. You face miscommunication between teams, leading to slower response times and ultimately resulting in neglected customers. The most foolproof way to make sure no customer gets left behind in your NPS surveying is simple: automation. Automation allows you to connect your customer facing systems, operationalize the way you respond to NPS, and eliminate manual error.

Connect your Customer-Facing Systems

It is critical to connect your customer-facing systems in order to arm every team with the information they need to solve a customer issue. When customers reach out to a business to ask a question, buy a product, or get support, they expect a great customer experience – meaning they don’t want to wait to for answers or repeat their grievances to every person they interact with. With automation you’re able to connect your support apps with engineering apps to eliminate the silos that are causing communication problems. Interested in reading more about integrated customer experience? Check out our Customer 360 solution.

Operationalize the Way You Respond to NPS

With automation you have the ability to operationalize the way your organization responds to polarized NPS scores, either positive or negative, in a smart way, so you can get ahead of customers that are likely to churn, and grow the customers that love your product most into evangelists. Now you can send, collect, surface, and respond to NPS surveys in a quick and automated way.

Eliminate Manual Error

Automating your NPS will eliminate manual error as well as time-intensive tasks so that you can focus on getting your best work done. Eliminate the manual steps in creating and executing an NPS campaign ensures that you’re spending time reaching out to and growing customers instead of managing the cumbersome steps of a manual business process.

Azuqua’s Solution: Comprehensive CX Reporting

The most important thing when it comes to leveraging NPS is automation; if your support team is spending their time aggregating NPS rather than using it, chances are they aren’t having the impact they could be.

Azuqua’s Actionable NPS provides a blueprint for operationalizing NPS surveys with powerful automation so organizations can proactively identify problems in their customer experience and improve the way they incorporate customer feedback. With the power of automation, this blueprint enables you to identify vulnerable accounts before it’s too late, as well as eliminate the manual steps in your NPS survey processes so you can reach more customers, and much more.

Want to see it in action? Schedule a demo to learn more.