Running an online store is no easy feat. From driving traffic to your website to ensuring customer satisfaction, eCommerce store owners must keep track of a variety of performance indicators. One measure that has gained popularity in recent years is Net Promoter Score (NPS). In this article, we’ll explore what NPS is, why it’s important for your PrestaShop store, and how to calculate it.
Understanding Net Promoter Score (NPS)
The Net Promoter Score (NPS) is a customer loyalty metric often used by companies to gauge how likely their customers are to recommend their products or services to others. The NPS is calculated based on a single question: "On a scale of 0 to 10, how likely are you to recommend this company/product/service to a friend or colleague?" Customers who respond with scores of 9 or 10 are considered "Promoters," those who respond with scores of 7 or 8 are "Passives," and those who respond with scores of 0 to 6 are "Detractors."
What is Net Promoter Score (NPS)?
Net Promoter Score (NPS) is a customer satisfaction metric that measures how likely a customer is to recommend a company to others on a scale of 0 to 10. This score is calculated by asking customers one simple question, making it an easy and efficient way to measure customer satisfaction.
However, it's important to note that NPS is just one metric and should not be the only factor in determining customer satisfaction. It's important to also consider other metrics such as customer retention rate, customer lifetime value, and customer feedback.
Why is NPS Important for Your PrestaShop Store?
Measuring your NPS can help you identify what areas of your business you should focus on to improve customer satisfaction and loyalty. By understanding how likely your customers are to recommend your store to others, you can gain insight into what aspects of your business are working well and what areas need improvement.
For example, if your NPS is low, it may indicate that your customers are not satisfied with your products or services. This could be due to issues with product quality, customer service, or website usability. By identifying these issues, you can take steps to address them and improve your overall customer satisfaction.
In addition, NPS can also help you benchmark your store’s performance against industry standards and competitors. By comparing your NPS to other companies in your industry, you can gain insight into how well you are performing and identify areas where you can improve.
How NPS is Calculated
The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, resulting in a score between -100 and 100. For example, if 50% of respondents are Promoters and 20% are Detractors, the NPS would be 30.
It's important to note that Passives are not included in the calculation of NPS. While Passives may not actively promote your store, they also may not actively discourage others from using your store. Therefore, they are not considered as positive or negative influences on your NPS score.
In conclusion, NPS is a valuable metric for measuring customer satisfaction and loyalty. By understanding your NPS, you can identify areas for improvement and benchmark your store’s performance against industry standards and competitors. However, it's important to also consider other metrics and feedback from your customers to gain a complete understanding of their satisfaction with your store.
Setting Up NPS in PrestaShop
Now that you understand what NPS is and why it’s important, let’s look at how to set it up in your PrestaShop store.
Net Promoter Score (NPS) is a powerful tool that can help you measure customer loyalty and satisfaction. By asking a simple question, “How likely are you to recommend our store to a friend or colleague?” you can gather valuable insights into your customers’ experiences with your brand. Implementing NPS in your PrestaShop store can help you identify areas for improvement and increase customer retention.
Installing the NPS Module
The first step in setting up NPS in PrestaShop is to install an NPS module. There are several NPS modules available in the PrestaShop Module Marketplace, such as the “Net Promoter Score” module by PrestaShop (available for free) or the “Customer Satisfaction (NPS)” module by Involic (available for purchase).
Installing the module is a simple process. Log in to your PrestaShop back office and navigate to the “Modules” tab. Click on “Add a new module” and select the NPS module you want to install. Once the module is installed, make sure to enable it in the “Modules” section.
Configuring the NPS Module
Once you have installed the NPS module, you will need to configure it to fit your business needs. For example, you may want to customize the question that is asked to your customers or adjust the timing and frequency of the survey. Make sure to carefully review the documentation that comes with your chosen module and adjust the settings accordingly.
Configuring the NPS module can be done through the “Modules” section of your PrestaShop back office. Navigate to the NPS module and click on “Configure.” From there, you can adjust the settings to fit your business needs.
Customizing the NPS Survey
To ensure that you receive the most accurate and valuable feedback from your customers, it’s important to customize the NPS survey. Consider adding open-ended questions to gather information on specific pain points or areas for improvement. You can also customize the design of the survey to match your PrestaShop store’s branding.
Customizing the NPS survey can be done through the “Modules” section of your PrestaShop back office. Navigate to the NPS module and click on “Configure.” From there, you can customize the survey question and design to fit your business needs.
Remember, the goal of the NPS survey is to gather valuable feedback from your customers. Make sure to use the insights you gather to improve your store and increase customer satisfaction.
Collecting Customer Feedback
Once you have set up your NPS module and customized your survey, it’s time to start collecting customer feedback.
Integrating NPS Surveys into Your Store
One way to increase response rates and collect the most accurate feedback is to integrate NPS surveys into your store. For example, you could set up a pop-up survey after a customer completes a purchase or include a survey link in your post-purchase email. Make sure to communicate the purpose of the survey and thank your customers for their feedback.
Encouraging Customers to Provide Feedback
Encouraging customers to provide feedback can also help increase response rates. Consider offering incentives such as discount codes or free shipping to customers who complete the survey. You can also share the results of the survey with customers to show that their feedback is valued and appreciated.
Analyzing Customer Responses
Once you have collected customer feedback, it’s important to analyze the responses to gain insights into customer satisfaction and loyalty. Look at the percentage of Promoters, Passives, and Detractors, as well as the open-ended responses. Use this information to identify areas for improvement and make changes to your business strategy.
Calculating Your PrestaShop NPS
Now that you have collected and analyzed customer feedback, it’s time to calculate your PrestaShop NPS.
Identifying Promoters, Passives, and Detractors
Start by identifying the number of customers who responded with scores of 9 or 10 (Promoters), 7 or 8 (Passives), and 0 to 6 (Detractors).
Computing the NPS Score
Next, calculate the NPS score by subtracting the percentage of Detractors from the percentage of Promoters. For example, if 50% of respondents are Promoters and 20% are Detractors, the NPS would be 30.
Interpreting Your NPS Results
Finally, interpret your NPS results. A score of 50 or higher is considered excellent, while a score of 30 to 50 is good. A score of less than 0 indicates that your business has more detractors than promoters and needs improvement.
In conclusion, Net Promoter Score (NPS) is an important metric to measure customer satisfaction and loyalty for your PrestaShop store. By setting up NPS, collecting customer feedback, and calculating your NPS score, you can gain valuable insights into your business performance and identify areas for improvement. Remember, the key to a high NPS score is happy customers, so always strive to provide exceptional customer service and exceed customer expectations.