Did you know that measuring NPS regularly can help you generate more social proof, improve your customer journey, and grow your business?
And did you know this: while you measure NPS, you can simultaneously collect testimonials and reviews, which in turn can generate you more leads and more sales?
In this blog, we will discuss how that happens and why you should start conducting multiple NPS surveys on your clients throughout their journey.
We will discuss the principles of NPS and value social proof, and how those two can help you improve the customer experience. In the end, I bring forward some tips on how you can start making your own automated NPS surveys and testimonial requests.
Net Promoter Score (NPS) is a number between -100 and 100 that lets you know how likely your customers would recommend your product or service.
It is no coincidence that you can find NPS surveys almost everywhere: on product pages, in newsletters, on websites… The list goes on.
With NPS, you can track your customer loyalty, engagement, and retention, and recognize trends in overall customer satisfaction.
Calculating NPS is simple.
Ask your customers “how likely are you to recommend our product or service to a friend or colleague?”
The answer is given on a scale from 0 to 10. Based on the answer, you customers can be divided into three groups: Promoters, Passives and Detractors.
You can calculate your final NPS by subtracting the percentage of Detractors from the percentage of Promoters.
The more Promoters and the less Detractors you have, the better.
NPS in itself is an effective evidence of social proof, but NPS surveys can be used to generate even more social proof content. Promoters are people who would be ready to recommend you – so why not let them do that?
An NPS survey connected to a review or testimonial request can be a good way to leverage your existing customers’ positive experiences.
Try it yourself:
“Why should I measure NPS more than once?”, you might ask.
Well, let me tell you!
Regular NPS surveys can help you figure out how each stage of the customer journey is experienced by the clients.
If you notice sudden changes in NPS, you can figure out why that is and how you could fix it.
Some examples of events when you could ask for a rating:
Trustmary allows you to set automated messages to your customers when they are in a certain stage of their journey.
Let’s add some science to the mix.
Robert Cialdini wrote his famous book “Influence: The Psychology of Persuasion” in 1984. In the book, he introduced the results of his research observations regarding influence strategies in real-life situations.
Cialdini identified 6 principles of persuasion:
These six principles by Robert Cialdini have become one of the most cited words in the field of marketing.
According to Cialdini, the principle of social proof is based on the fact that people often look to others when assessing the correct ways to act and behave in situations.
The principle of consistency means that once people establish a behavior, they make a commitment to it and feel pressured to follow through with the behavior.
Have you ever been in a situation where you have felt the pressure to say something even when that is not your real opinion, or act differently than usual? How about did you feel the need to continue your behavior again in the same company?
Yep, that’s what happens when you face the power of these two principles of persuasion.
Now imagine if your customers get to answer your NPS survey multiple times throughout the customer journey. If they give a good rating once, they will feel like doing the same thing again when the time comes, unless something dramatic happens.
If you are able to leverage the social proof psychology trick, you can reach better sales and lead generation results.
A great tool for measuring your overall social proof is the Net Promoter Score, which we discussed earlier.
If you are not convinced about why you should use social proof, take a look at these statistics:
Feel persuaded yet?
Check out these social proof examples in B2B marketing and get inspired.
Think of the customer journey as a flywheel. In order to get to the next phase, you need to keep the wheel moving.
How to make sure that the wheel is moving? Improve your service at every turn.
How to know what to improve? Ask the people who know it best: your customers and prospects! And do so consistently throughout the whole customer journey.
When you optimize every stage of the customer journey, you can not only keep the flywheel rolling, but also speed it up!
While you get valuable feedback, you can also use the feedback as social proof: make it into reviews and testimonials to showcase online.
Remember when we discussed the principle of consistency? After your customer has already stated that they would recommend you, what stops them from telling why they would do so?
This is easy when you are using Trustmary’s NPS survey tool. Try it out!
There are many ways to model a customer journey. Whether you think of it as a wheel or a funnel, the principle is the same.
A customer goes through the following stages:
|Awareness||During the awareness phase, the customer is only a stranger that is learning about your product or service.|
Maybe the stranger has seen your advertisement, maybe your sales people have contacted them, or maybe they had a friend recommend your product to them.
|Consideration||If interested, the customer turns into a prospect. The prospect might browse your website and search for experiences about you. |
At this point, social proof is one of the most powerful ways to capture this prospective customer. Showcase reviews and testimonials online to capture this prospect.
|Acquisition||Once you notice the prospect is qualified, the Sales take over. If the sales process is successful, and you are able to guide them through the acquisition stage, the prospect will become an actual customer and move to the next stage.|
|Service||Next, you need to provide outstanding service in order to turn your customer into a promoter.|
|Loyalty||The promoters are loyal customers who are happy with your service and like to say so. |
The promoters might be just the people who trigger the next stranger into becoming aware of your product or service.
So the circle is closed… ideally.
Let’s recap: new prospects are lured into your sales process by social proof and other measures.
The existing loyal customers generate social proof for your new potential prospects to see.
But often the experience is not that smooth. Businesses do not know how their prospects and customers are feeling about their journey, and new customers cannot find recommendations from existing ones to support their decision-making process.
This flaw might well stem from thinking about the customer journey as a funnel rather than a circle or wheel.
Trustmary helps you solve this problem and make your flywheel roll smooth and fast.
By utilizing easy NPS surveys and other tools that Trustmary software offers, you can start collecting feedback and social proof, and automatically featuring them in your website.
You will no more have to worry about missing out on the influence that your loyal customers have in the customer journey of future clients, and you will no more have to wonder how your customers are doing.
If your business is working project by project, here’s one simple example of how to close the loop by using NPS:
|Triggering Event||Timeline||NPS given||Next Step|
|Delivery of product/service||Right away||9-10||Thank for feedback, contact within two weeks and make a testimonial request|
|7-8||Contact to figure out what you can do better|
|1-6||Contact right away and fix the issue|
Pro tip! Once some time has passed since the product or service was delivered, make sure the customers are happy with what they got.
|Triggering Event||Timeline||NPS given||Next step|
|Delivery of product/service||1-2 months||9-10||Thank for feedback,Ask immediately for testimonials (video, written) or make a case study|
|7-8||Contact to figure out what you could still improve to make them 9-10|
|1-6||Contact immediately to handle any type of misunderstandings and to help them get the most out of your product or service.|
By tracking your customer satisfaction, you’ll gain invaluable insight on why someone bought from you in the first place and what makes them buy again or stops them from repurchasing.
In addition, you’ll be able to further improve your products and services to prevent the same issues from coming up further down the line.
You can still adapt the above-mentioned trigger events in asking NPS while doing on-going collaboration with your clients, or you can make it a more regular occurrence.
You could send NPS surveys to all your clients at the same time, let’s say three or four times a year. This way you get a good overview of how your business is doing.
You can also track the individual client’s answers along the way, depending on what kind of business you are doing, what needs you have and whether there are some critical points in your customer’s journey with you.
For example, you could send three NPS surveys after you get a new customer:
1. → After 3 months
2. → After 6 months
3. → After 12 months
With Trustmary, you can create automations that send the surveys at chosen points in time.
Social proof and consistency are some of the most important persuasion principles. One great way to leverage them is measuring NPS.
You should start measuring NPS regularly, because:
1. You know who your loyal customers are and who are about to leave you.
2. You get feedback and tools to improve your performance.
3. You can turn positive feedback into reviews and testimonials, which lure in new customers.
4. All these things help you grow your business.
The best thing is that you can use Trustmary to automate the whole process. You don’t have to sacrifice your limited resources for collecting feedback any more.
Why should I measure NPS more than once?
Regular NPS surveys can help you figure out how each stage of the customer journey is experienced by the clients. If you notice sudden changes in NPS, you can figure out why that is and how you could fix it.
NPS is also a good indicator of your overall business performance and how likely you are to retain your existing customers. Tru using one of these 5 best NPS softwares!
How can social proof affect the customer journey?
Customer journey is a flywheel: in order to get to the next stage, you need to move the wheel. Social proof, such as reviews, testimonials, word of mouth, NPS score and others, helps you move the wheel forward.
What are the 6 principles of persuasion?
Robert Cialdini’s 6 principles of persuasion or principles of influence include: