We sell offline software (CAD) and hardware for the A/V industry.
A WORD OF CAUTION.
Implementing NPS (a form of CSAT) is never simple or straightforward, because this number is based on correlations, which do not necessarily establish cause.
Estimating the net promoter score amongst your target customers (including the ones who should reorder) can help you to "draft" a formal research, after which you could determine the factors or variables that influence customer worth, and also the likelihood that buyers will recommend your offer to their peers.
USE MULTIPLE SOURCES OF DATA.
Surveys are not accurate, but an evaluation made by people with little interest to help you, filled with biases and perhaps, lies. You should compare your findings to transactional data, both within your company and your industry, to determine whether there is consistency between your target's answers, and the shopping behaviour observed between amongst your current customers.
I wrote you a tailored post on my blog, which includes a video that explains how to estimate your average NPS
http://wp.me/p3tZZw-7EB
PLEASE BOOK A CALL DIRECTLY ON THE SITE FOR YOUR FOLLOW UP QUESTIONS.
These are great metrics to track. The agency I worked for tracked these metrics in very simple manner by utilizing Survey Monkey.
You can create survey covering these specific metrics and other data points then easily compile the data and track it month over month, quarter over quarter, or year over year.
We concentrated on quarter over quarter tracking and improvement.
Happy to have a call to go into further details and provide further insight.
- mike
Use online survey tool Fieldboom.com. You can create beautiful surveys in minutes, and Fieldboom also tracks and reports your NPS responses. It walks you through the entire process, taking out any guesswork. You can try it out for free to get the hang of it, as well.
