Business Improvement

Measure customer satisfaction and act on it

Use a two-question survey and a simple score to learn what to improve, and win back unhappy customers.

Beginner7 min read5 steps

What you need

A short survey gets more answers. Send it soon after delivery, while the experience is still fresh.

1. How likely are you to recommend us to a colleague?
   (0 = not at all likely, 10 = extremely likely)

2. What is the main reason for your score?

2
Calculate your Net Promoter Score
Scores of 9 or 10 are promoters, and 0 to 6 are detractors. NPS is the percentage of promoters minus the percentage of detractors, so it runs from -100 to +100. If scores are in column B, use this formula.
```
=(COUNTIF(B:B,">=9")-COUNTIF(B:B,"<=6"))/COUNT(B:B)*100
```
Contact unhappy customers quickly
Call anyone who scored 6 or below, listen, and try to solve the problem. A fast personal response can save a customer you would otherwise lose without ever knowing why.
Read the comments for patterns
The reasons matter more than the score. Group the comments into themes such as delivery, quality, price and communication, then count them. The most common theme is usually the best place to start.
Tell customers what changed, and repeat
Make one visible improvement, tell customers about it, and survey again later. Compare your score with your own past results, since your trend is more useful than other companies' numbers.

We can plan, build and hand it over to your team.