NPS® as part of Customer Experience Management
If you are measuring NPS, chances are that you care for your customers and want to make a positive impact on their lives.

But NPS is a part of a larger spectrum – Customer Experience Management. While NPS only sticks to customer loyalty, customer experience involves every single aspect of the customer journey – right from how the customer feels at your entrance to how much the customer likes your ambience, service, music and even the staff uniform, engulfing every minute detail that the customer experiences and feels.

Therefore, brands can effectively leverage their Net Promoter Score programs only if they are cognizant as to how this score impacts the overall customer experience.

Let’s say you have an overall NPS of 30. But what can you do with this score as such? It tells you where you stand in the market, amongst your other competitors, but beyond that, knowing your NPS® doesn’t really make a difference, does it? Instead, knowing the ‘WHY’ behind your NPS®, the ‘WHY’ behind your promoters, detractors and passives is what can truly propel your brand to understand customer aspirations, which in turn allows for you to create customer-centric strategies and policies.

What do Detractors hate about your Business? Is it the ambience or the staff service or anything else? At the same time, what is the precise reason you have ‘X’ % of promoters? And what differentiates you as a brand – is it your product or the ambience or your frontline employees?

You can’t find answers to these questions by simply tracking NPS®. With a Customer Experience Management platform, however, you have the opportunity to broaden the wings of your NPS® program, obtain deep and relevant insights based on the customer’s feedback and not feel inhibited by one-off numbers and scores.