NPS Score - Why Most Marketers Are Missing Out!

Let’s talk about NPS. The Net Promoter Score. It’s like the “how much do you love us?” meter for your business. But here’s the kicker: most performance marketers are so busy chasing clicks, likes, and conversions that they forget to ask, “Hey, do our customers even like us?” Spoiler alert: if you’re not tracking NPS, you’re basically flying blind. Let’s fix that, shall we?

What the Heck is NPS?

NPS is a super simple way to measure customer happiness. You ask one question: “On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?”

Based on their answers, customers fall into three buckets:

• Promoters (9-10): Your biggest fans. They’ll shout your name from rooftops (or at least leave a nice review).
• Passives (7-8): Meh. They’re okay with you, but they won’t throw you a parade.
• Detractors (0-6): Ouch. They’re not happy, and they might tell the world about it.

Your NPS score is just: % Promoters - % Detractors. Easy peasy! The score ranges from -100 (yikes!) to +100 (you’re a rockstar).

Why Should You Care About NPS?

Performance marketing isn’t just about getting people to click buttons. It’s about keeping them happy so they stick around and bring their friends. Think of NPS as your “customer happiness report card.” Here’s why it’s a big deal:

1. Happy Customers = Free Marketing: Promoters are like your unpaid sales team. They’ll rave about you to everyone they know.
2. Unhappy Customers = Trouble: Detractors can ruin your reputation faster than you can say “refund.”
3. Feedback is Gold: NPS tells you what’s working and what’s not (fix it, stat!).

But here’s the funny part: most marketers are so obsessed with short-term metrics that they forget to ask, “Do people actually like us?” Don’t be that marketer.

How to Track NPS

Tracking NPS is easier than assembling IKEA furniture.

1. Ask the Magic Question: Send a survey, email, or pop-up asking, “How likely are you to recommend us?”
2. Do the Math: Calculate your score: NPS = % Promoters - % Detractors.
3. Take Action:

Hug your Promoters (figuratively, please).

Fix what’s bugging your Detractors.

Figure out why Passives are so… passive.

NPS in Action: Real-Life Examples

Let’s see how different industries use NPS to win at life:

• E-Commerce:

Customer says: “Delivery took forever!”

You say: “Let’s speed up shipping and turn this Detractor into a Promoter!”

• SaaS:

Customer says: “Your software is confusing!”

You say: “Time to make it user-friendly and win them over!”

• Hotels:

Customer says: “The staff was amazing!”

You say: “Let’s brag about our awesome staff in our ads!”

• Online Courses:

Customer says: “The course content was outdated.”

You say: “Let’s update the material and make it awesome!”

How to Boost Your NPS

1. Fix What’s Broken: Listen to Detractors and make improvements.
2. Love Your Promoters: Encourage them to leave reviews, refer friends, or share their love on social media.
3. Personalize Everything: Use customer data to make your marketing feel like a warm hug.
4. Follow Up: Reach out to unhappy customers and turn their frowns upside down.