Callout Box: Podium’s NPS software provides analytics to help you track feedback trends over time. This way, changes can be implemented to meet your customers’ needs and continue to exceed their expectations.
NPS software gives you a simple, highly valuable measurement of your customers’ satisfaction and loyalty to your business. Podium’s Gather Feedback, just one tool in their Customer Interaction Platform, is one of the fastest, most effective, and most accurate tools to obtain direct customer input so companies can track their NPS score in real time.
What is NPS or Net Promoter Score?
NPS measures how loyal your customers are by asking them how likely they are to recommend a product or service. It’s calculated by subtracting the percentage of detractors (scores 0-6) from promoters (scores 9-10) on a scale of 0-10. The result typically ranges from -100 to 100.
Why is NPS important?
Your NPS gives you a clear, actionable snapshot of how high (or low) your customer loyalty is. Simply asking how likely your customers are to recommend your product or service gives you direct feedback on their satisfaction and overall experience. The simplicity of the question makes it easy to track over time and spot trends, so you can quickly see where you’re excelling and where you need to improve.
What’s great about your NPS score is that it’s not just a number—it highlights key customer sentiment. Promoters are your biggest fans, so understanding what they love helps you double down on strengths, while detractors reveal areas to fix. With the insights captured by net promoter score tools, you can make more informed decisions, drive customer retention, and even boost growth.
Net Promoter Score is a Needed Metric
Podium’s NPS software gives you a straightforward measurement of how your customers truly feel about your business. In turn, you gain valuable feedback that your business needs so you can take the appropriate actions that will keep your customers coming back. Podium Customer Feedback sends two automated texts to customers at any interaction point of your choosing.
The first text asks them to rate your business on a scale from 1 to 10. The following text asks why they chose that rating. Based on their response, Podium NPS software automatically ranks your business on a scale of -100 to 100. A score above 0 is good, while a score above 50 is excellent.
What is NPS software?
Net promoter score software helps you collect, analyze, and track net promoter score feedback from your customers. It automates the process of sending out NPS surveys, gathering responses, and then organizing the data into easy-to-understand reports and trends. Net promoter software often includes features for segmenting results, identifying promoters and detractors, and measuring changes over time—allowing you to act on insights and improve your customer experience (CX) efficiently.
NPS Software Helps You Increase Your NPS Score
Customers are divided into three groups based on their responses—promoters, passives, and detractors. This helps you provide better customer service to all customers while selectively targeting those most likely to leave positive—and negative—reviews.
Promoters are those customers who have had a very positive experience with your brand. They love your business and can be re-targeted immediately to leave a positive review. You can rely on this group for repeat business and to help you drive new leads through referrals. You could potentially even reach out to them to become online brand ambassadors.
Passives are customers who are considered “indifferent”, based on survey responses, and could be more easily lured away by your competition through a better price, creative advertising, or other convenience factors. To better serve this group, you can reach out right away to find out what your staff can do in the future to turn them into promoters. Just the act of providing this above-and-beyond customer service and showing that you care about their needs could sway them toward becoming loyal to your brand.
Detractors are the customer group who has had a bad experience with your brand or employees. They could potentially damage your business reputation by sharing their negative experiences with others, both online and offline. It’s crucial to contact them promptly to get to the root of their problem and resolve it. You may be able to repair your business relationship with them if you act quickly, resulting in a positive review of your customer service despite their initial perceptions of your business. All these insights are captured in NPS survey apps.
How To Choose the Best NPS Software for Your Needs
As you’re looking at NPS tools or NPS platforms, think about how easy they are to use—especially if you’re not very tech-savvy. Look for features that let you customize surveys and segment responses by customer groups to get more targeted insights.
It’s also important to look at how NPS score tools integrate with your existing systems, like your CRM, to save time on data syncing.
Finally, pay attention to reporting and analytics—choose NPS solutions that give you clear, actionable insights without overwhelming you with complex data. The best NPS tools should make it easier, not harder, to listen to your customers and act on their feedback.
Increase Customer Experience and Loyalty with Podium Customer Feedback’s NPS Software
How Podium Provides NPS Software
Podium’s Gather Feedback, just one tool in their Customer Interaction Platform, is one of the fastest, most effective, and most accurate tools to obtain direct customer input so companies can track their NPS score in real time. Businesses have been using their NPS (Net Promotor Score) to gauge overall customer satisfaction for decades. But, in today’s online marketplace, it has become more challenging for businesses to gather the data needed to determine their NPS.
Get Higher NPS Response Rates
The biggest challenge businesses face today in getting their NPS score is that customer response rates are low. If you send your customers an email asking for reviews, you can expect that only 20 percent will open it. If you try to collect NPS data through a traditional survey, your response rate will likely be even lower. Podium’s modern Customer Feedback tool is 5x more likely to get a response from your customers than traditional email-based tools.
Podium’s Customer Feedback NPS survey tool gives you the pulse on customer perceptions in real time. It determines your NPS through rapid, customer-preferred messaging channels like SMS and Facebook Messenger, with no web links or surveys to fill out. This method makes it more convenient for your customers to respond and closes the feedback loop faster.
On average, businesses who use Customer Feedback receive 80 percent of responses within two hours. This gives you the capability to immediately address customer concerns, fix what’s wrong, and make informed improvements in your customer journey.
How Ashley Furniture HomeStore is Using Podium Feedback to Optimize Its Customer Experience
Ashley Furniture HomeStore started out its journey with a high NPS score—but the powerhouse furniture brand needed a powerful NPS software solution to help maintain it. They immediately began receiving more customer responses when they started using Podium’s Customer Feedback tool. In fact, in less than 12 months, the business had received 20,000 customer responses through Customer Feedback.
Thanks to instant response notifications in NPS survey software, the company can now immediately connect with customers who have a less than stellar experience and address and resolve issues quickly. This has helped them maintain and continually improve their NPS rating.
