So, before paying for an NPS tool, make sure you actually know what ROI you want to get out of it because calculating it as an average, post-purchase only, without a real strategy behind it, won’t cut it.” Therefore, you need to know which customer segments, products, brands, cities, or strategies provide the most Promoters or the most Detractors, and the truth is that the average NPS model hides all that data. The problem is that calculating the average Net Promoter Score removes the most interesting facts from your analysis. If you do track the Net Promoter Score, you have to look beyond the average score and go granular and also segment NPS responses.
And if your customer expectations match what you promised through your marketing. This way, you will know if your company actually respects the principle of under-promise and over-deliver. “Pay attention to what changes occur between two key moments in your customers’ journey: pre and post-delivery. Juliana Jackson, Chief Growth Officer at Omniconvert, captured very well the essence of NPS’s role in measuring customer sentiment: It is one of the most important KPIs for any eCommerce business since it is a metric that offers insights into future customer behavior. The Net Promoter Score (NPS) is a metric that shows how many customers are willing to recommend a product or service to others.
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