NPS, eNPS & CES software

IMPROVE YOUR BUSINESS PERFORMANCE WITH NPS, ENPS AND CES

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You want increased grip on the quality of the customer relationship or employee relationship?

For measuring and evaluating customer satisfaction, NPS and CES are well-known and proven methods. For employee satisfaction and loyalty, this is the eNPS. The insights from these scores serve as a basis for plotting strategies that lead to (even) higher scores.

How to more easily collect, process and analyze these scores is where we at GrowPromoter have a powerful answer. At the heart of our answer is knowledge, experience, smart software and Smart Interactive Dashboards. The latter make it possible to quickly and efficiently switch between various dashboards of management information for a real-time, complete and clear overview. Of course, this information within the GrowPromoter platform is easy to share within the marketing or management team, for example. GrowPromoter: survey smarter, analyze smarter, grow smarter.

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Measuring customer satisfaction

Net Promoter Score (NPS) is a widely used marketing statistic that focuses on one data point in particular. NPS is an opportunity to measure by questioning customers:

Improve service, customer rating or employee satisfaction.
Determine the competitive position.
Quickly respond to improving areas of concern identified by the target audience.

NPS is a powerful tool for companies to evaluate and improve customer relationships, serving as an indicator of growth and customer engagement. The principle of NPS consists of a core question to be answered with scores that relates to customer satisfaction. For example, "How likely would you be to recommend our company/product to a friend or colleague? These scores are numeric and can range from -100 to +100. High scores indicate "Promoters," averages indicate "Passives," and low scores come from "Critics. The final NPS is calculated by reducing the percentage of Promoters by the percentage of Critics.

The usefulness of Net Promoter Score - NPS

The goal is to achieve a positive NPS. An NPS above zero is considered "good," a score above 50 is considered "excellent. NPS (Net Promoter Score) provides numerical scores. Without offering deeper insight into the reasons behind these scores. To overcome this, additional survey questions can be asked that provide more insight into why an invite chooses scores that make them a Promoter, Passive or Critic.

Working simply with NPS

An NPS measurement is typically conducted via email or mobile invitations, with the first question directly in the invitation. All scores and feedback are displayed in dashboards, which can be shared in real time to support organizational development. Combining the questioning with additional questions and "closed loop feedback" makes NPS data even more valuable. This provides the ability to respond to negative feedback in real time.

Are you interested in deploying NPS for your organization? Would you like to know more about the most effective and modern way of working with customer satisfaction surveys? If so, please contact us.

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Employee Net Promoter Score - eNPS

Measuring employee satisfaction - eNPS

The employee Net Promoter Score has similar principles to the NPS, but is specifically designed for employee satisfaction. eNPS is an opportunity to ask employees through minimal questioning:

Measure the moods & minds of employees.
Improve employee satisfaction.
Better respond to improving areas of concern identified by the target audience.
Gain insights on the relationship between employee satisfaction and business results.

While NPS measures customer satisfaction and loyalty, eNPS focuses on a company's employees. eNPS is obtained from short, low-threshold employee surveys. eNPS is a proven methodology that helps identify problems and find the right solution associated with employee satisfaction.

By analyzing employee survey results, you can take targeted actions to improve eNPS and overall employee engagement.

eNPS employee surveys give managers insight into what improvements are needed. Examples include information on satisfaction with internal communications, the physical and emotional work environment or sustainability image.

Working effectively with eNPS

GrowPromoter's modern feedback software makes it easy to continuously and easily measure the mood among employees. For example, by implementing short measurements at relevant moments, such as in conjunction with a scrum working method.

INCREASE EMPLOYEE PRODUCTIVITY

Are you interested in deploying eNPS for your organization? If so, please contact us for more information.

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“The important thing is to not stop questioning. Curiosity has its own reason for existing.”

― Albert Einstein

Customer Effort Score - CES

How do our customers experience our accessibility and communication?

The Customer Effort Score- CES is a performance indicator, which provides insight into the experience surrounding communication with a company and contact satisfaction. Similar to NPS and eNPS, the CES -value is determined using a short questionnaire. A good, usually high result means that the customer experienced little difficulty in being helped in the right way or in obtaining the desired information.

Customer Effort Score - CES is a widely used marketing statistic that focuses on one data point in particular. CES is an opportunity to measure by questioning customers:

Capture user effort.
Gain insight into how accessibility is perceived.
Improve the service of a department or the company
Optimal response to improve areas of concern identified by the target group.

The participant is asked to rate the effort to be taken, or the level of satisfaction with the solution, with a numerical score. When calculating the Customer Effort Score, the average value is determined. It is most useful to collect the CES values shortly after the interaction has taken place.

Why CES is important

The Customer Effort Score - CES, provides a performance score that provides information about how much effort customers have to put into communicating with a company. A good CES is important because companies simply cannot afford to give up customers to competitors. A good CES means that you have made it as easy as possible for customers to do business with you. This votes for increased customer satisfaction, which leads to an increased likelihood of customers becoming loyal customers. CES is an important indicator that helps you grow.