Understanding the Net Promoter Score and its impact on E-Reputation

Through our E-Reputation Agency Optimize 360

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Le Net Promoter Score (NPS) is an essential indicator for assessing customer satisfaction and loyalty to a company.

Its use has grown with the evolution of digital, and this score has become essential for fine-tuning your online presence.

NPS is closely linked toE-ReputationThis is the image that Internet users form of a brand or an entity on the Internet.

In this article, we'll look at the definition of NPS and how it can be used for E-Reputation.

Definition of Net Promoter Score

Created in 2003 by Fred Reichheld, the Net Promoter Score is an index that measures the propensity of customers to recommend a company, product or service to others. To calculate the NPS, customers are asked to answer a simple question:

On a scale of 0 to 10, how likely would you be to recommend our company/brand/product to a friend or colleague?

The responses are then grouped into three categories:

• Promoters (score of 9 or 10) : Very satisfied customers who will actively promote your company.
• Liabilities (rated 7 or 8) : Satisfied customers who are not committed enough to recommend.
• Critics (score from 0 to 6) : Dissatisfied customers who can damage your business through negative word-of-mouth.

The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. This score can range from -100 to +100, where a positive NPS indicates that promoters outweigh detractors and a negative NPS shows the opposite.

Relationship between NPS and E-Reputation

L'E-ReputationOnline reputation refers to the way in which a company, brand or product is perceived on the Internet. It is the result of opinions, comments, mentions and shares published by Internet users on the blogsforums, social networks, review sites and other online platforms.

A good NPS is often synonymous with a good E-Reputation, as it reflects customer satisfaction and loyalty levels. The more numerous and enthusiastic they are about recommending you, the more this can have a positive impact on your online image. Conversely, detractors are more likely to publish "bad" content. negative content that could damage your reputation.

Direct customer contributions to NPS and E-Reputation

Customers can contribute directly to your online reputation in a number of ways:

• • Opinions and comments : Promoters may leave positive reviews on specialist sites, while detractors may leave negative reviews. Passives, on the other hand, may express a neutral opinion or leave no opinion at all.
  • Sharing on social networks: Satisfied customers are more likely to share your content and recommend your brand to their friends and contacts on social networks, while dissatisfied customers may spread negative messages.
  • Publication of testimonials : A promoter may decide to share his positive experience in the form of a blog or video, while a detractor may publish a testimonial highlighting the problems encountered with your company.

Indirect influence of NPS on E-Reputation through word of mouth

The NPS also influences theE-Reputation indirectly, through the word of mouth. Indeed, a strong recommendation from a friend or colleague is often considered reliable and credible, which may encourage a potential new customer to trust your business. Similarly, if someone hears about bad experiences with your brand, this could deter them from doing business with you.

How to improve your NPS and, consequently, your E-Reputation

To strengthen your online reputation, it is essential to seek to improve your NPS. Here are a few tips to help you get there:

• Gathering customer feedback: Regularly ask your customers to answer the NPS question and use their feedback to help you improve.
• Analysing dissatisfaction: Pay close attention to detractors, as they are often invaluable in identifying weak points or problems that need to be resolved.
• Implement corrective actions : Following an overall analysis of the NPS results, implement an action plan to correct the shortcomings identified and optimise the positive aspects that attract promoters.
• Interacting with customers online: Finally, get involved in the digital arena too, so that you can engage in dialogue with Internet users, whether customers or not, and show that you are listening and concerned about their satisfaction.

In conclusion, the Net Promoter Score is much more than a simple ingredient for assessing a company's health.

It is also a pillar of its E-Reputation, on which depend its credibility, its trust among Internet users and its ability to grow in a market where digital word-of-mouth has become an inescapable force.