Is your Net Promoter Score a reliable metric to measure what customers think of your business, or is it biased? This is a common question that can be particularly worrying for small businesses that already have close relationships with their customers.

Based on current studies, you have around seven seconds to make a good impression. It is irrelevant here whether it is a personal encounter or you want to win the person as a new customer for your product. First impressions are important because they are remembered, both to your friends and to your customers.

The title of the blog article poses an exciting question that all companies should ask themselves that want to survey their B2B customers with the Net Promoter Score in order to receive feedback.

One of the most important aspects of any business is the pricing strategy. If you were to place two identical products in front of each other - one cheap and another that is several times more expensive- which would be the best product in your opinion? It is interesting that many consumers would view and select the more expensive product as the better, even if this is not really the case.

With the Net Promoter Score® you measure and analyze customer satisfaction in order to find out more about what people like or dislike about your product or company. Used correctly, NPS is the most valuable metric for measuring customer loyalty and satisfaction.

With Net Promoter Score surveys you measure the likelihood that a customer will recommend your company to their personal and / or professional environment. The higher the resulting NPS® value, the higher the chance of a recommendation, as well as a sign that your customers have become active promoters for your company.

An NPS® survey is about much more than just the quantitative rating customers give your company. You can track your customer score, but it's the qualitative feedback that gives you the “why” behind it and puts the customer's voice in the foreground.

NPS® is the optimal metric for loyalty and customer satisfaction, but the Net Promoter Score can do a lot more. If used correctly, the NPS can play an important role in your customer acquisition and sales processes and significantly accelerate the growth of the company by focusing on both customer retention and conversion of interested new customers.

To truly understand customers and increase customer loyalty, organizations must focus a large portion of their resources on researching customer feedback. Depending on the approach to the subject of feedback, it can have a positive impact on the business, but it can also be detrimental.

While many people consider Net Promoter Score® surveys to be a simple rating scale from 0 to 10, in reality NPS® has two sides - the quantitative (the rating) and the qualitative (the feedback) side. Just as an unanswered email is frustrating for the average user, there are few things that discourage a customer satisfaction professional more than an NPS survey that was only given a rating but no qualitative feedback.

Whether it's processing data or incorporating a range of analytical tools to understand customer engagement; Basically, it is about letting as many processes as possible run independently and 24/7, while you can use the free time for other tasks.

Most people associate Net Promoter Score with big business because it is used by big brands and Fortune 500 companies. Bain & Company, who developed NPS, estimates that two-thirds of the Fortune 1000 use the Net Promoter Score to track customer satisfaction and retention.