A Comprehensive Guide on NPS Survey for Improving Customer Experience

The concept of measuring customer experience seems to be such a vague one in MSP industry. However, with the development of net promoter score (NPS), it has become easier to measure consumers' loyalty to your MSP brand. NPS is based on a simple survey that asks your customers to rate your experience with a service or product on a scale of 0 to 10. This survey helps you understand how satisfied your customers are and how likely they are to recommend your service or product to others. 

In this comprehensive guide, we’ll talk everything about NPS surveys and how Team GPS can help you build and manage these surveys.  

What is NPS Survey? 

NPS surveys are a game-changer for understanding customer loyalty and growing your MSP business. By identifying your happiest clients, you can turn them into active promoters and even win back inactive followers. 

These surveys ask straightforward questions like, "How likely are you to recommend our business to a friend?" or "What makes you choose us when referring to others?" The answers give you valuable insights into how clients perceive your MSP, allowing you to address any concerns promptly. 

Plus, NPS surveys make it easy to benchmark your performance against competitors. By setting both internal and external benchmarks, you can see how you stack up in your industry and identify areas for improvement. 

With NPS surveys, you're not just measuring satisfaction—you're building stronger relationships and driving growth. 

Importance of Net Promoter Score Survey in MSP Industry 

NPS isn't just a number—it's a powerful indicator of your MSP's growth potential. A high NPS score, especially above the industry average, signals that you have a strong relationship with clients who are likely to become your brand advocates. They'll spread the word, fueling positive word-of-mouth and driving a cycle of growth. 

However, while NPS is a strategic goldmine, it's just the starting point. To truly harness its power in the MSP channel, you need to dig deeper: 

Ask Why: Use follow-up questions in your NPS survey to understand the reasons behind each score. This helps your MSP, irrespective of how big or small it is, pinpoint your strengths and areas needing improvement. 

Track Progress: Keep an eye on your NPS score over time. This not only lets you measure growth but also sets internal benchmarks for your team to strive towards. 

Unite Your Team: Make earning enthusiastic customers your mission. Rally your employees around this goal, ensuring everyone is committed to delivering exceptional service and driving customer satisfaction. 

In the MSP world, NPS goes beyond a metric—it's a tool to build trust, drive growth and unite your team towards a common goal. 

How to calculate NPS Score? 

The three key elements of the survey must be understood to compute the net promoter score:  

1. Promoters: Those who rate your goods and services a 9 or 10, characterizing themselves as fervent and devoted clients. 

2. Detractors: Those are those who rate you from 0 to 6 and are unlikely to return or who might not be around in the future. 

3: Passive: People who give a brand a score of 7 or 8 are unlikely to harm it through unfavorable word of mouth, but they also don't actively promote it either.  

The percentage of customers who are haters is subtracted from the percentage of customers who are promoters to arrive at the NPS.  

For example, if 50% of respondents are Promoters, 10% are Detractors, and 40% are passives, your NPS would be 50-10=40.  

What is a Good Net Promoter Score for your MSP? 

An NPS score below 0 signals significant issues that need attention. A score between 0 and 30 is a good starting point, indicating room for improvement. 

A score above 30 suggests your MSP is doing well, with more happy customers than unhappy ones. An NPS over 70 is exceptional—it means your customers love you and are likely referring others, driving positive word-of-mouth and revenue growth. 

Always aim to keep your NPS above 0. Even if a score like -10 might be better than some competitors, being in negative territory should be a wakeup call to reassess your customer experience. 

How does leveraging Team GPS help you in building NPS surveys?  

Team GPS understands the importance of gauging customer satisfaction and loyalty for your MSP. That's why we offer a seamless solution for building and managing NPS survey effortlessly. With just a few clicks, you can automate the survey distribution process, reaching your clients via email, SMS, or other channels. 

Elevate your NPS game with Team GPS today and unlock the full potential of customer feedback to drive growth and success for your MSP. Talk to us today about how we can help your MSP thrive! 

Read more to know: How can MSPs utilize NPS to improve customer satisfaction and advocacy?