Leveraging NPS to drive customer centricity and growth

Successful NPS programs start with solid customer relationships. When customers feel valued and understood, they’re more inclined to share honest and constructive feedback. This involves consistent communication, personalised interactions, and a genuine interest in their needs and challenges.

A simple yet effective way to boost NPS response rates is to ensure that the survey requests come from familiar faces. Customers who receive NPS surveys from individuals they know and trust—like their account managers or customer service reps—are more likely to respond. This personal touch enhances participation and improves the quality of the feedback received.

It’s crucial to uphold brand consistency and secure the survey process. Sending NPS surveys from official company domains helps alleviate concerns about phishing and encourages customer participation by assuring them that their feedback is being collected through legitimate channels.

Another best practice is to keep the NPS survey straightforward and concise. You can achieve higher response rates by valuing your customers’ time with an easy-to-complete survey. A clear and straightforward approach allows customers to express their thoughts without feeling overwhelmed.

"Utilising a straightforward tool to measure our customers' satisfaction is crucial for genuinely understanding our customers’ needs. This approach allows us to identify areas for improvement based on concrete data rather than assumptions." – Jolle van der Mast, Sales Director P&C

Collecting responses is just the beginning; engaging customers in follow-up conversations is essential. These discussions can uncover valuable insights and nuances that may not be immediately evident in the survey. Such interactions provide a richer understanding of customer sentiments.

“The NPS Survey is a great pulse of our customers’ feedback and allows us to deep dive in the right areas. Using NPS data, we embark on ‘Customer Journey Mapping’ to better understand the viewpoint of our customers and to create notable improvements in their experience with Trivium.” – Chas Aylsworth, Director Commercial Aerosols and Beverages, North America

The real strength of NPS lies in taking actionable steps based on the received feedback. When customers see how their input has led to tangible improvements or changes, it reinforces their trust and encourages them to participate again in the future.

“NPS has been a strategic and successful process allowing us to continuously improve our service levels and keep a customer-centric culture. There are many examples where this approach has led to successful projects that align closely with our customers’ evolving needs.

One of our key customers requested that we should think beyond delivering good products and help them improve their production KPIs. Based on this, we developed a technical service system available ‘on-site’, supporting the customer with the daily activities on their filling lines.

We are proud to say that this initiative continues to put us at the forefront of providing valuable service in our customers' perception. As a result, they can grow in capacity while reducing CapEx investments.” – Aislan Pereira, General Manager Aerosols and Beverages, Brazil

Organisations implementing these strategies can turn NPS from simply being a measurement into a significant driver of customer loyalty and sustainable business growth. This approach lays the groundwork for a future where technology and a customer-centric mindset can work hand in hand, fostering lasting relationships with our customers.