How an IVR can help you implement the NPS

We are reaching the end of the year and companies around the world draw conclusions about the main indicators of their business. One of them is customer satisfaction. Nowadays, the use of the NPS (Net Promoter Score) is being standardized and popularized, an indicator that has more and more online and multichannel tools to calculate it constantly and accurately. In this article we will explain what it is, with what innovative channels you can measure it, why it is so used by companies and how an IVR can help you implement the NPS.

Introduced by Frederick Reichheld in his article “The One Number You Need to Grow”, published in the Harvard Business Review in 2003, the Net Promoter Score (NPS) is a methodology for measuring customer loyalty that constitutes an alternative to the classic satisfaction surveys and that is based on a single question: “To what extent would you recommend this brand, company, product or service to your colleagues, family and friends?.”

Currently, this methodology is one of the most used by thousands of companies around the world to capture the inputs of customers and find out what their level of satisfaction (or recommendation) is from 0 to 10. It is understood that users who vote a 9 or a 10 are promoters of the company and those who provide an assessment from 0 to 6 are its detractors (the rest are the so-called “liabilities”). The NPS is the subtraction of the percentage of promoters minus the percentage of detractors.

The number of NPS obtained is a reflection of how a company is doing things from the perspective of customers. When the NPS goes up, it means that things are going well and customers are becoming loyal. If, on the other hand, the low NPS means that the organization is doing something wrong, it is losing customers and they are talking badly about the company, brand, product or service.

The most important thing about the NPS is that, after the valuable information provided by clients after answering the only question in the survey, companies have enough data to get more customers and increase their loyalty. The NPS, therefore, has become an instrument of customer satisfaction management for thousands of companies around the world.

Among the many advantages offered by the NPS, one of them is that it can be integrated into multiple innovative channels. In this way, with all the online and multichannel tools, companies can obtain this key information easily by sending an email, installing a plug-in on your website or app, interaction via chat, telephone surveys, etc. A few years ago this was unthinkable because organizations needed an army of agents to do it.

The philosophy of the NPS is, therefore, to apply it in all channels and constantly. Thus, organizations have a real-time indicator and can know at all times what their NPS is. In this way, companies can measure an aspect that until now was not measured: the degree of recommendation of a company, brand, product or service; providing both quantitative and qualitative data.

The NPS also allows comparisons (benchmarks) between types of companies and sectors because it is being done in organizations around the world. Therefore, not only allows comparison between companies, but also self-comparison of the same company with figures from other years. From here also its importance, since this indicator allows companies to improve and correct customer service strategies at the moment.

How an IVR can help you implement the NPS

IVR services allow companies to optimize their resources, obtain in real time the inputs of customers and store them for further analysis, if necessary. How? IVR technology makes it possible for companies to immediately contact customers after serving them, since it allows organizations to automate calls to measure customer satisfaction through quality telephone surveys (valuation from 0 to 10), thus exceeding deficiencies of traditional methods to measure user satisfaction.

On the other hand, it should be noted that, in addition to the assessment from 0 to 10, the NPS methodology adds a second question: “What should we improve so that you can better value us next time?” by which open and qualitative responses are obtained. Through online channels, this question is formulated with a box. In the case of the IVR, it is asked by voice and the user’s response can be recorded thanks to Interactive Voice Response technology. In this way, organizations can access all recorded calls, hear what their customers say and know first-hand what they should improve.

Undoubtedly, in recent years the NPS has gained great popularity among companies, becoming, given its expansion, practically a de facto standard as an indicator in terms of customer satisfaction and loyalty. All this due to its precision and the ease of interpretation of the obtained