At Rocket Referrals we’ve had success implementing the Net Promoter Score (NPS) survey into our software.
We gather hundreds of surveys responses for businesses (most of them insurance agencies) which allow them to measure the loyalty of their client base. Although we automate much of the follow-up communication for our agents, we also suggest that they respond via phone call to some of the respondents. Ideally the agent could personally call every client that completes NPS survey, but it’s more practical to focus on those that fall within a specific score range.
We’ve created three groups ranked in priority based on the NPS score.
Included is an explanation of each category, as well as a guideline with key points to cover on the phone call. Each are based on research and comprise best practices that promote higher retention and positive word-of-mouth.