Your NPS (Net Promoter Score) is one of the most important eCommerce metrics for understanding how happy customers are with your products and customer service.
But it’s more than just a metric.
Your NPS gives unique insights that enable you to improve the customer experience, encourage loyalty, and grow revenue. And we’re about to show you how:
What is your NPS?
NPS (Net Promoter Score) is a business metric that measures the likelihood of a customer referring your eCommerce business to others.
It’s calculated by asking customers to rank how likely they are to recommend your store to family and friends, from 0 (extremely unlikely) to 10 (extremely likely).
Answers are grouped into:
- Detractors (score 0-6) – unhappy customers that may damage your business reputation.
- Passives (7-8) – satisfied customers who are uncommitted and unenthusiastic.
- Promoters (9-10) – customers extremely likely to recommend your business and buy from you again.
You calculate the final score as follows:
NPS = % promoters – % detractors
The average NPS for eCommerce is 45 — but you don’t want average; you want exceptional.
Why is NPS so important to eCommerce?
Customer referrals are an incredibly powerful form of social proof. Nearly 70% of shoppers are more likely to purchase a product talked about by a friend.
Your NPS shows how likely you are to earn recommendations from customers, and also helps to:
- Measure customer loyalty – Evaluate the likelihood of customer retention and customer churn.
- Identify ways to improve – Discuss the reasons behind detractors and passives.
- Boost referral marketing – Work on ways to increase the number of promoters.
- Prevent reputational damage – Reach out to detractors about their experience before they churn.
The nice thing about NPS is that it measures a customer’s overall sentiment about your brand, rather than just their experience.
The main factors for boosting your NPS
You want the highest NPS possible to benefit from customer loyalty and referrals. Therefore, you need to know the main factors for boosting your NPS higher and above that of your competitors.
1. Quality products
Customers will not recommend substandard products to their personal or professional network, no matter how excellent your customer service is.
High-quality and reliable products are fundamental to a high NPS. To get there, you need to:
- Conduct product research to find the right products for your market.
- Source products from reputable and reliable suppliers.
- Optimize product photography and descriptions to accurately describe products.
Quality niche products are also great for boosting your NPS because there aren’t many other stores to recommend.
2. Customer service
Customer service has a tremendous influence on your NPS, with 77% of customers likely to share a positive experience with others.
Multiple communication channels, quick response times, and satisfactory outcomes are all great for improving your NPS. But to really boost your NPS, provide proactive post-purchase customer service that customers love talking about.
- Send a personalized thank you email following purchase
- Provide regular and timely shipping updates
- Send a follow-up email asking customers about their purchase and experience
- Keep n touch with relevant product updates, company news, and exclusive discounts
3. Fast fulfillment
A whopping 78% of customers are likely to tell their friends about a negative delivery experience, but that doesn’t mean the same 78% will tell friends about a positive experience
That is, unless it’s absolutely show-stopping.
Standard shipping in the US is 3-5 business days, which is nothing to shout about. To boost your NPS, you must provide shoppers with lightning-fast fulfillment that exceeds expectations and generates buyer satisfaction — we’re talking 2-day and next-day delivery.
To do this, distribute your inventory across a network of warehouses to make it easier to achieve lightning-fast delivery speeds.
Tip: Ask customers what shipping speeds would make them more likely to purchase an item or recommend your store to friends and family. For example: “Here’s a towel, would you purchase it with 2-day delivery? 3-day delivery? What about next day?”
4. Quality fulfillment
According to MetaPack, a positive delivery experience is one of the most effective ways to generate customer satisfaction. In other words, an order arriving the next day is only show-stopping if it arrives in one piece.
Quality fulfillment is a must for fast fulfillment to boost your NPS. By quality fulfillment, we mean:
- Offering fast and reliable 2-day or next day delivery.
- Protecting your order with the right packaging and dunnage.
- Providing shipment tracking and timely updates on orders.
The shipping experience should give customers nothing to complain about and everything to boast about.
Tip: Calculate your shipping costs to see what you need to charge to swing free delivery.
5. Unique customer experiences
Shopping is a chore, and few people recommend chores to their family and friends. Therefore, creating a unique customer experience — one that dazzles and delights — will give customers something they want to talk about.
There are many ways to create unique customer experiences. Some of our favorite traits of a customer experience-focused store include:
- A seamless customer journey: Hassle-free purchase to delivery process, and an easily-reachable customer service.
- Convenience: Live chat help, fast shipping countdown timers, and free delivery.
- Customer loyalty-focused: Real-time inventory shipping predictions, customer accounts, and subscription services.
Look at what your competitors and online marketplaces are doing and then do it better.
Your NPS is a powerful tactic that doesn’t just tell you how likeable your eCommerce business is, but also gives you the motivation and insights to make it even better.
There are many ways to boost the NPS of your store, but the key message is clear: customers like talking about experiences that impress, dazzle, and delight. This means you must beat your competitors and surprise your audience with outstanding customer service, fast fulfillment, quality products, and unique experiences.
The only limit to your NPS is your imagination.