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How to use NPS Surveys to find Advocate Customers
Upflowy wants to help your business understand how to use NPS surveys to find advocate customers.
Net Promoter Score Surveys are a popular measure of customer loyalty and satisfaction. The acronym stands for Net Promoter Score, and the survey measures how likely a customer is to recommend your product or service to a friend or colleague. Since word-of-mouth recommendations are invaluable to any business, measuring this helps you to get an accurate picture of the loyalty of your customers.
If you want to dive deep into NPS, we’ve created an Ultimate Guide to NPS Surveys.
What is an Advocate Customer?
An additional benefit to NPS Surveys is finding advocate customers. Advocate customers are the people who will recommend your product or service on social media platforms and in person.
They can be more valuable than regular customers because they are a reliable source of positive PR for your brand. Word of mouth is one of the most trusted forms of marketing, so the more advocate customers you have, the better.
How regularly do I send an NPS survey?
To find these advocates within your customer base, use NPS surveys at least once every three months (Relational NPS Survey). Send them out automatically via email to all of your past clients, along with an invitation for them to share their thoughts about their experience working with you and give feedback on how you could improve future offerings.
This will help you identify which customers love what you do best so that when it comes time for new projects or campaigns, these are the people who come first in mind when thinking about who should be involved in them (and if they don't know anyone else who might fit any given bill).
To get the most out of your NPS survey, you need to use it wisely and ensure that it's properly configured and executed. Upflowy has developed an NPS template to help you ship a engaging and well organized NPS survey flow fit for your business needs. Many NPS Surveys lack engaging elements, or require too much effort from the customer. With Upflowy, you can create your ideal NPS Survey to remove friction and keep users moving through the flow.
Why should an NPS Survey be used?
The most important thing to know about NPS scores is that they're a good way to measure customer loyalty. A high score means the customer is likely to recommend you, and a low score means the opposite. This can help you identify customers who are unhappy with your business or products, so that you can take action before it's too late.
You'll also want to use NPS scores as a benchmark for performance against competitors. If one of your competitors has an average NPS score of 30% and another has an average of 10%, it's pretty clear which one is doing better in terms of client satisfaction—and which one deserves more attention from your marketing team!
Finally, tracking NPS over time will help you see how quickly (or slowly) clients are responding favorably toward new initiatives or changes in product offerings by giving feedback through surveys like this one every year or so.
That's why you should never ask a customer for a referral until after discussing his or her experience with your product or service. If the customer had a positive experience, then he or she will be more likely to refer others. If they didn't enjoy their interaction with your company, there's no point in asking them for recommendations—the likelihood that they'll be eager advocates is slim at best!
If someone does provide feedback during an NPS survey and agrees to become an advocate afterwards , make sure that they are well informed about how advocacy works so that they know how best to represent your brand without stepping on any toes.
As such, NPS surveys can also be used to identify who your advocate customers are. These are loyal customers who will be happy for you to contact them about other products and services that you offer or that are coming soon.
To find out what your advocate customers want from you, create an NPS Survey using Upflowy to ask them questions about their experience with your company and its products or services. An email is one of the most common methods for NPS Surveying, so ensure your email includes all the right elements.
What to include in an NPS Survey Email
- Thank the customer for taking the time to provide feedback, and ask if they have any questions.
- If you're offering a discount, let them know how long their discount will last and how to redeem it.
- Explain how you will use their feedback internally (and externally) to improve your product or service.
- Let them know that you'll follow up with them in 3-4 weeks (or longer, depending on what's reasonable).
- Ask the customer if they would like to be added to an email list so that they can receive updates about new products or services from your company as well as periodic tips on becoming an advocate/spreading word of mouth among friends and family members who might also be interested in what you offer.
What to do after you receive a 9 or 10 rating from an NPS Survey
If you get a 9 or 10 rating from an NPS survey, it’s time to act fast.
The customer has given you the highest possible rating and is clearly your best advocate. Not only will they be willing to recommend your product or service to their friends and colleagues, but they could also help you build brand awareness on social media.
To take advantage of this opportunity, follow these steps:
- Thank them for their feedback and ask if there’s anything else that would make their experience better in the future.
- Offer them a discount code if they spend more money with you in the future or refer friends who purchase items from your store/website/etcetera! This can be offered in exchange for filling out another NPS survey at a later date (or simply asking if they would share their thoughts on how your company could improve its products).
Do you want to run your own NPS Survey?
Upflowy has a ready made NPS Survey template on our platform for you to find your advocate customers.
If you want to make the most of your NPS surveys, it's important not only to gather information about what customers think but also to act on it. When you receive an NPS score of 9 or 10 from one of your customers, consider contacting them directly to ask if they would be willing to answer some additional questions and share their opinions.
That way, you can build a list of advocate customers who will be happy for you to contact them about other products and services that are coming soon (and who'll also contribute those all-important word-of-mouth recommendations).
Ready to create?