Following and segmenting your NPS results

Net Promoter Score (NPS) is far more than just a score. By following it over time, you can use it to understand what your users want and which parts of the customer experience are impacting your score. This is crucial for improving customer satisfaction and brand loyalty.

How NPS can predict product success

On its own, NPS can be a great indicator for product success for consumer electronics companies. If your score is consistently high, there’s a good chance that your customers are also leaving great reviews and referring their friends and family.

But with Segmented NPS, you can go a step further.

Segmented NPS is a powerful way to detect which characteristics are impacting your score – both positively and negatively. You can then use this to identify the type of users most likely to buy future versions of your product, or the types of features most likely to improve the customer experience.

Looking at your NPS over time

A lot of companies send out their NPS survey at a set point in time – seven days after onboarding, for example.

But how do you know if users have experienced enough in that time? Some may take longer to really get into a habit with your product, others may use it religiously from day one.

The best solution here is to send your NPS survey to your entire user base at random intervals, being sure not to contact the same customer more than once in a year. This will give you a real, precise, and reliable score that builds in all the variations of your users and when they were asked.

Once you have a proven result with a margin of error under 5%, you can track the changes in your NPS over time. This helps to show the effect of your entire company’s efforts on customer satisfaction.

Measuring the NPS results of different user segments

This is where the magic happens.

When you build up enough results, you can compare the NPS results of your segments. This allows you to answer questions like:

• Are iOS users more satisfied than Android users?
• Which device model has the lowest satisfaction score in our product range?
• Which features correlate with the highest NPS?

This is most useful when looking for positive reviews from your users.

When selecting a segment to reach out to about leaving a review, you’ll be able to see the NPS result of that segment. This is where you’ll have the chance to play around with the weight of satisfaction

If the NPS of your segment is 60, you may assume that the average rating of this group will be four stars. But because promoters are more motivated than passives, it’s not unusual to see more five-star reviews than three-star scores from this kind of group.

It’s important to consider this when thinking about the question of quality vs. quantity in your review reach-out campaigns.