Net Promoter Score NPS

The Net Promoter Score comes from one question: how likely are you to recommend us to a friend, from nought to ten? People who answer nine or ten are counted as promoters, while seven and eight are ignored. Anything from nought to six counts against you. You then take the percentage of promoters, subtract the percentage of low answers, and the result is the score.

Timing decides whether anybody answers at all. So ask while the visit is still fresh, an hour or two after the customer walks out, not at the end of the month. Send that one question and nothing else, with no login, no twelve-box form and no attachment. A salon that sends the question by message the same evening gets far more replies than one that emails a survey on Friday.

Two mistakes ruin the number, and the first is asking too often. A client questioned after every visit stops reading the message, so the only people still replying are the angry ones. Once a quarter per person is plenty. The second mistake is treating the score as the answer, because the number tells you nothing on its own. The line underneath, where the customer types why, is the part worth reading on a Monday morning.

The happy answers are worth money, but only if you act on them the same day. Someone who has just typed ten already likes you, so that is the moment to ask for a public review. Send a link that opens the map listing in one tap, while someone who typed six gets a call from a person instead. Nadiva, the salon and gym system from Linkysoft, keeps the question and the review request in one flow. The front desk therefore never has to remember to send anything.

Be careful what you do with the score. Tie a bonus to it and staff start asking customers for a ten by name, which turns a measurement into a performance. Small numbers swing hard too, because twelve replies in a slow week can move the score twenty points and mean nothing. Ask a supplier how the question reaches the customer and where the answers are stored before you sign. Linkysoft usually builds it into the booking web application itself, since a score in a separate tool is a score nobody reads.