• Skip to main content
  • Skip to primary sidebar
  • Skip to footer
QuestionPro

QuestionPro

questionpro logo
  • Products
    survey software iconSurvey softwareOur flagship survey solution. Sophisticated tools to get the answers you need.research edition iconResearch SuiteTuned for researchers. Get more insights. Response based pricing.CX iconCXExperiences change the world. Deliver the best with our CX management software.WF iconWorkforceEmpower your work leaders, make informed decisions and drive employee engagement.
  • Solutions
    IndustriesGamingAutomotiveSports and eventsEducationGovernment
    Travel & HospitalityFinancial ServicesHealthcareCannabisTechnology
    Use CaseNPS+CommunitiesAudienceContactless surveysMobile
    LivePollsMember ExperienceGDPRPositive People Science360 Feedback Surveys
  • Resources
    BlogeBooksSurvey TemplatesCase StudiesTrainingHelp center
  • Features
  • Pricing
Language
  • English
  • Español (Spanish)
  • Português (Portuguese (Brazil))
  • Nederlands (Dutch)
  • العربية (Arabic)
  • Français (French)
  • Italiano (Italian)
  • 日本語 (Japanese)
  • Türkçe (Turkish)
  • Svenska (Swedish)
Call Us
+1 800 531 0228 +1 (647) 956-1242 +52 999 402 4079 +49 301 663 5782 +44 20 3650 3166 +81-3-6869-1954 +61 2 8074 5080 +971 529 852 540
Log In Log In
SIGN UP FREE

Home CX

What is a bad NPS score, and how can you improve it?

bad-NPS

The Net Promoter Score (NPS) system is well-liked and preferred by researchers, for it translates numerous customer metrics into one to measure customer experience (CX) success. It is the answer to your question ‘Considering your complete experience with our organization, how likely are you to recommend our products or services to your friends and colleagues?’

The responses to above question determines your NPS score. Researchers use NPS surveys to calculate Net Promoter Score for organizations regularly.

nps question

Based on their answers, your customers are divided into three buckets – promoters, passives, and detractors.

Promoters: These are happy customers that rated you 9 or 10 for NPS. This customer base is loyal and is happy with your services. They are your brand advocates and will likely recommend your organization to family, friends, and colleagues.

Passives: These are the customers that rated you 7 or 8 for NPS. Essentially they like your brand and are satisfied but will switch to your competitors on the opportunity. They are neutral; they will not negatively talk about your brand but won’t promote it either.

Detractors: These are the customers that rated you 6 or below on the NPS question. They are not happy with your products or services and share bad experiences with others by word of mouth. They are most likely not to purchase from you again and discourage others as well.

Learn more: How to calculate NPS

What is a bad Net Promoter Score (NPS)?

A bad Net Promoter Score (NPS) indicates you have a higher number of detractors than promoters. Your customers are not happy with your brand as a whole, and customer experience, and customer satisfaction levels are low. They will switch to your competitors as soon as they find a better option.

Consider you are an organization working in the software industry, and the industry average NPS is 34+. If your NPS score is between 30 to 40, you have a good NPS score. You may be far away from the leaders with scores such as 55, 60, etc. But if your score is 25 or even below, it’s considered as bad NPS score.

You need to convert your detractors into promoters. Improving and benchmarking against a good Net Promoter Score should be a high priority for you.

Improve your Bad Net Promoter Score (NPS) with these simple steps

Improving your NPS is crucial to turn your detractors and passives into promoters.  Companies with bad NPS scores should apply below tried and tested ways to boost your score.

1. Prompt follow-up

Following-up on customer feedback is crucial to address any concerns and boost your NPS score. Customer-centric organizations follow-up on customer feedback promptly to ensure a rich customer experience. Your swift responsiveness will help diffuse any concerns or grievances your customers may have. Closing the feedback loop is essential, and it shows your commitment to delivering a rich customer experience and ensuring your customers are satisfied. Gather insights from your closed-loop conversations and use it to address any recurring issues faced by customers. 

2. Easy to share

Your customers will have many positive experiences interacting with your brand at several touchpoints in the customer journey. Find ways to let them share those experiences easily. Capitalize on that, or it will be a lost opportunity, for we know people can be lazy. Making it simple for them to share their experiences is part of the experience too. Encourage them to promote your brand, offer them incentives to do so on social media tools such as Facebook, LinkedIn, or Twitter. Also, look for other websites that your customers or potential customers like to visit and leverage those platforms. Having more engagements with your customers will result in more shares of their positive experiences. Keep them engaged via newsletters, fun contests, coupons, etc.

3. Discourage silos

Having to deal with multiple individuals or departments is off-putting and cumbersome for customers. Ensure your employees are well trained and equipped to solve customer queries outside of their department or expertise. Do this via training sessions, update their systems, and open communication channels dedicated to customer satisfaction and experience. Customers will appreciate not having been bounced from department to department in search of answers.

4. Exceed customer expectations

Focusing on your NPS score is fine but direct your attention and efforts towards exceeding your customers’ expectations. Use your NPS score to measure the gap between customer expectations, customer service, and customer experience. Exceeding customer expectations will help deliver positive experiences, which will help boost your NPS scores, garner advocates for your brand and boost customer loyalty.

5. Build communities

Customer feedback, good or bad, is essential for brands to improve their processes, operations, and offerings. Setting up communities or feedback panels will help you gather feedback necessary to improve your NPS score and CX. Even if your customers are happy with you, you can still ask for inputs to do things better or differently.

6. Build NPS champions

Rich customer experience and customer satisfaction are not the responsibility of customer-facing teams only. It is imperative that all employees are on the same page, and everybody has access to your NPS reports and scores. You would not want your NPS score to be hampered by a bad interaction with somebody in the accounts department, and everybody else is oblivious to that fact. Build internal NPS champions in your departments, let them oversee and be responsible for processes and training pertaining to NPS.

7. Monitor your NPS

Getting a good score is not enough. Your efforts might be paying off, your strategies might be getting you results, but you cannot stop there. You have to work towards improving your score continually. Keep checking up on your percentage of promoters, detractors, and passives and find ways to keep your promoters happy and convert your passives and detractors.

SHARE THIS ARTICLE:

About the author
Ken Peterson
View all posts by Ken Peterson

Primary Sidebar

Take full control of your customer journey.

Make immediate business actions with our CX management platform

Learn more

RELATED ARTICLES

HubSpot - QuestionPro Integration

Teamwork: What is it, advantages & how to strengthen it

Feb 17,2022

HubSpot - QuestionPro Integration

Your account is even more secure now with 2-factor authentication

Aug 16,2020

HubSpot - QuestionPro Integration

12 Best Pollfish Alternatives to Use in 2023

Oct 24,2022

BROWSE BY CATEGORY

  • Academic
  • Academic Research
  • Academic Research
  • Artificial Intelligence
  • Assessments
  • Audience
  • Brand Awareness
  • Brand Awareness
  • Branding
  • Business
  • Business
  • Case Studies
  • Communities
  • Consumer Insights
  • Consumer Insights
  • Customer effort score
  • Customer Engagement
  • Customer Experience
  • Customer Experience IN
  • Customer Loyalty
  • Customer Loyalty
  • Customer Research
  • Customer Satisfaction
  • Customer Satisfaction
  • CX
  • Decision Making
  • Employee Benefits
  • Employee Engagement
  • Employee Engagement
  • Employee Engagement
  • Employee Retention
  • Employee Retention
  • Employee Retention
  • Employee Retention
  • Enterprise
  • Events
  • Forms
  • Friday Five
  • General Data Protection Regulation
  • Guest Post
  • Insights Hub
  • Intercept
  • klantervaring
  • Life@QuestionPro
  • LivePolls
  • Market Research
  • Market Research
  • Marketing
  • Marketing
  • Marktonderzoek
  • medewerkersonderzoek
  • Mercadotecnia
  • Mobile
  • Mobile
  • Mobile App
  • Mobile diaries
  • Mobile Surveys
  • New Features
  • non-profit
  • NPS
  • Online Communities
  • Polls
  • Question Types
  • Questionnaire
  • QuestionPro
  • QuestionPro Products
  • QuestionPro Products
  • Release Notes
  • Research
  • Research Tools and Apps
  • Revenue at Risk
  • Startups
  • Survey Templates
  • Surveys
  • Surveys
  • Tech News
  • Tech News
  • Tips
  • Training
  • Training Tips
  • Trending
  • Uncategorized
  • Video Learning Series
  • VOC
  • Webinar
  • Webinars
  • What’s Coming Up
  • Workforce
  • Workforce
  • Workforce
  • Workforce
  • Workforce Intelligence
  • Workforce Intelligence
  • Workforce Intelligence

Footer

MORE LIKE THIS

What’s Coming Up in April 2023?

Mar 31, 2023

Release Notes – March 2023

Mar 31, 2023

A brand ambassador program is a marketing strategy in which an individual becomes a representative of a company, promoting its brand.

Brand Ambassador Program: What it is + Effective Guide

Mar 30, 2023

We build out a customer journey map because we have recognized that happy customers spend more with businesses they prefer. Let's talk!

The Upsell and Cross-Sell — Tuesday CX Thoughts

Mar 28, 2023

Other categories

  • Academic
  • Academic Research
  • Academic Research
  • Artificial Intelligence
  • Assessments
  • Audience
  • Brand Awareness
  • Brand Awareness
  • Branding
  • Business
  • Business
  • Case Studies
  • Communities
  • Consumer Insights
  • Consumer Insights
  • Customer effort score
  • Customer Engagement
  • Customer Experience
  • Customer Experience IN
  • Customer Loyalty
  • Customer Loyalty
  • Customer Research
  • Customer Satisfaction
  • Customer Satisfaction
  • CX
  • Decision Making
  • Employee Benefits
  • Employee Engagement
  • Employee Engagement
  • Employee Engagement
  • Employee Retention
  • Employee Retention
  • Employee Retention
  • Employee Retention
  • Enterprise
  • Events
  • Forms
  • Friday Five
  • General Data Protection Regulation
  • Guest Post
  • Insights Hub
  • Intercept
  • klantervaring
  • Life@QuestionPro
  • LivePolls
  • Market Research
  • Market Research
  • Marketing
  • Marketing
  • Marktonderzoek
  • medewerkersonderzoek
  • Mercadotecnia
  • Mobile
  • Mobile
  • Mobile App
  • Mobile diaries
  • Mobile Surveys
  • New Features
  • non-profit
  • NPS
  • Online Communities
  • Polls
  • Question Types
  • Questionnaire
  • QuestionPro
  • QuestionPro Products
  • QuestionPro Products
  • Release Notes
  • Research
  • Research Tools and Apps
  • Revenue at Risk
  • Startups
  • Survey Templates
  • Surveys
  • Surveys
  • Tech News
  • Tech News
  • Tips
  • Training
  • Training Tips
  • Trending
  • Uncategorized
  • Video Learning Series
  • VOC
  • Webinar
  • Webinars
  • What’s Coming Up
  • Workforce
  • Workforce
  • Workforce
  • Workforce
  • Workforce Intelligence
  • Workforce Intelligence
  • Workforce Intelligence

questionpro-logo-nw
Help center Live Chat SIGN UP FREE
  • Sample questions
  • Sample reports
  • Survey logic
  • Branding
  • Integrations
  • Professional services
  • Security
  • Survey Software
  • Customer Experience
  • Workforce
  • Communities
  • Audience
  • Polls Explore the QuestionPro Poll Software - The World's leading Online Poll Maker & Creator. Create online polls, distribute them using email and multiple other options and start analyzing poll results.
  • Research Edition
  • LivePolls
  • InsightsHub
  • Blog
  • Articles
  • eBooks
  • Survey Templates
  • Case Studies
  • Training
  • Webinars
  • Coronavirus Resources
  • All Plans
  • Nonprofit
  • Academic
  • Qualtrics Alternative Explore the list of features that QuestionPro has compared to Qualtrics and learn how you can get more, for less.
  • SurveyMonkey Alternative
  • VisionCritical Alternative
  • Medallia Alternative
  • Likert Scale Complete Likert Scale Questions, Examples and Surveys for 5, 7 and 9 point scales. Learn everything about Likert Scale with corresponding example for each question and survey demonstrations.
  • Conjoint Analysis
  • Net Promoter Score (NPS) Learn everything about Net Promoter Score (NPS) and the Net Promoter Question. Get a clear view on the universal Net Promoter Score Formula, how to undertake Net Promoter Score Calculation followed by a simple Net Promoter Score Example.
  • Offline Surveys
  • Customer Satisfaction Surveys
  • Employee Survey Software Employee survey software & tool to create, send and analyze employee surveys. Get real-time analysis for employee satisfaction, engagement, work culture and map your employee experience from onboarding to exit!
  • Market Research Survey Software Real-time, automated and advanced market research survey software & tool to create surveys, collect data and analyze results for actionable market insights.
  • GDPR & EU Compliance
  • Employee Experience
  • Customer Journey
  • About us
  • Executive Team
  • In the news
  • Testimonials
  • Advisory Board
  • Careers
  • Brand
  • Media Kit
  • Contact Us

QuestionPro in your language

  • English
  • Español (Spanish)
  • Português (Portuguese (Brazil))
  • Nederlands (Dutch)
  • العربية (Arabic)
  • Français (French)
  • Italiano (Italian)
  • 日本語 (Japanese)
  • Türkçe (Turkish)
  • Svenska (Swedish)

Awards & certificates

  • survey-leader-asia-leader-2023
  • survey-leader-asiapacific-leader-2023
  • survey-leader-enterprise-leader-2023
  • survey-leader-europe-leader-2023
  • survey-leader-latinamerica-leader-2023
  • survey-leader-leader-2023
  • survey-leader-middleeast-leader-2023
  • survey-leader-mid-market-leader-2023
  • survey-leader-small-business-leader-2023
  • survey-leader-unitedkingdom-leader-2023
  • survey-momentumleader-leader-2023
  • bbb-acredited
The Experience Journal

Find innovative ideas about Experience Management from the experts

  • © 2022 QuestionPro Survey Software | +1 (800) 531 0228
  • Sitemap
  • Privacy Statement
  • Terms of Use