If you're happy and you know it, clap your hands. (clap, clap)
Making our customers happy is a crucial part of our Core Values at MotherG. It is not about just doing something nice or giving them short term satisfaction; it’s our main goal - our number one priority! We place such a significance on our customers’ happiness that we ask them about it at the completion of every service ticket. "How likely is it that you would recommend MotherG to a friend or colleague?" This question gives us our Net Promoter Score (NPS).
What is NPS?
The Net Promoter Score is a rating scale used to measure and evaluate customer happiness. It gives our company an accurate measure of our performance from the client's perspective. The scores are broken down into three main categories:
1. Promoters (9-10)
Scores between nine and ten are customers that are your number one fans! They are loyal and will help the company grow by referring others.
2. Passives (7-8)
Customers that are categorized as passives are content with your service but are more likely to explore competitive offers.
3. Detractors (0-6)
These are your unhappy customers. They may leave the brand and spread negative word-of-mouth. It's important to figure out why they are unhappy and what you can do better.
Why is it important?
The NPS question always stays the same and because of that it's much easier to measure the company's success over time. The question is easily understood and only requires 3 clicks along with a short explanation. The NPS feedback is reviewed daily and weekly. If we aren’t making our customers happy we want to know right away. All negative responses are reviewed and the customer will be contacted so we can improve their experience.
MotherG charts all NPS surveys, good or bad, and posts the scores on our NPS Mountain Board every month. The board is visible to all, employees and visitors alike. If the score is not posted, not discussed, or not acknowledged, it doesn’t exist. We earned it, we own it and we are all accountable for it!
When you think of MotherG what comes to mind?
- Are we pleasant when we answer the phone or respond to a ticket?
- Do we get back to you quickly and with empathy?
- Do we explain how we can fix the issue in words you understand ?
- Do we fix it when we say we will?
- Did we leave a bad taste in your mouth or do we make you want to clap your hands?
Our NPS feedback also allows for comments. We take these comments to heart and act on them immediately. Fixing the issue isn't enough! We want to get to the bottom of every low score. We review the ticket, get the story about the issue and how it was resolved. We reach out to our clients for additional feedback and suggestions as to how we could have done better. We don’t take high scores or happy customers for granted. We need to see what was done correctly and make sure we duplicate this process. We discuss the NPS feedback with our team every day whether it is the morning meeting or via an all-employee email. NPS must be shared.
If you’re happy and you know it, fill out the NPS (and clap your hands). If you’re not happy LET US KNOW! We want to make it right! We'd love to hear your thoughts and insight on this topic! Please comment below.