measuring customer experience

A Business's Net Promoter Score Can Be One of the Most Useful Metrics of All

Too many businesses today labor under the weight of mistaken ideas about how their customers feel. Many companies presume that customers are having positive experiences when that is not the case at all.

Others wrongly figure that complaints and grips from customers which pop up online or elsewhere represent only a tiny fraction of their entire client base. Such incorrect beliefs about customer experience can end up being some of the most dangerous, but there are effective ways of becoming more informed.

A Proven Way to Encapsulate Customer Sentiment in the Aggregate

One problem that businesses regularly run into when they strive to develop more accurate understandings of how their customers perceive them is lacking access to appropriate measures. Sentiments and opinions, after all, are inherently subjective, and it can be difficult to translate individual feelings into actionable, reliable numbers.

In fact, however, there is at least one measure that has proved to be useful to marketers and decision makers again and again. Known as the "Net Promoter Score," it reflects the difference between the numbers of customers with positive views of a company and those who see it negatively.

Scaled and normalized appropriately, this metric has ended up becoming the cornerstone of many successful attempts at quantifying and measuring customer experience. Fortunately, there are also a number of tools on the market today that make it easy to leverage this measure to its full potential.

Systems That Provide Everything Needed to Keep Up with Net Promoter Score and More

The software system described at, for example, incorporates this useful measurement in fundamental and worthwhile ways. As those who visit Lanla today will see, having access to this figure can make a real difference with regard to:

Loyalty. Customers who are satisfied end up coming back, and that is always good for business. A Net Promoter Score that ranks well within the context of an industry will suggest that loyalty has become a strong point. Negative trends, on the other hand, can typically be taken as a sign that more customers will be lost as time goes on.

Referrals. When one customers recommends a business to others, an especially rewarding sort of marketing happens in the background. Once again, the Net Promoter Score is an especially reliable way to judge whether and to what extent this might be occurring.

By making it as simple as possible to calculate and update a company's Net Promoter Score, systems like this make succeeding in business a lot easier. Instead of the misconceptions and mistakes that are so common among competitors, companies that have access to such data points can act with accuracy and confidence.