Small business secrets...

Using Net Promoter Score (NPS) to grow your small business

Posted by Amina Addow on Feb 20, 2019 4:30:15 PM
Amina Addow
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As a small business owner growth may be the next step on your journey. The best way to get attention from customers and compete with competitors is to work with Net Promote Score (NPS). This tool can bring a wealth of benefits and insight to your business. 

What is NPS

NPS stands for Net Promoter Score and acts as a survey (on a scale from 1-10) measuring how happy customers are with your service and brand.

The survey asks customers how likely are they to recommend your business to others and also rate their service.

Better Marketing Results

NPS surveys are a good way to better your marketing results as it details what services your customers are happy with and which they’re not.

By involving NPS in your marketing you can make future campaigns more customer friendly and actively work to fix issues.

Going further, you can also turn this data into actionable insight on what gains the interest of your customers faster.

Boost Profits

Following on, more accurate marketing leads can boost your business sales.

Using NPS surveys to find out customers feelings towards products and services will allow your sales team to create a more personalised customer experience. Having customers feel valued is essential in building a business-customer relationship.

In fact, according to research from Frederick Reichheld, this can lead to a 25% to 95% increase in profits.

Growth Metric

Feedback from NPS surveys give you a tangible look at your growth as a company and you can use this data to measure and improve on your service.

Regularly sending NPS news to colleagues and employees gives an opportunity to track progress and motivate them to strive for further customer satisfaction.

Customer Retention

NPS is based purely on emotion.

Acknowledging customer’s issues and actively providing a solution will build trust and keep customer’s happy. Customers want to know you care.

When a customer feels valued they are more likely to stay with your company and build better relationships -  preventing losses and increasing loyalty to your brand.


Overall, introducing NPS to your business is a necessary step in thinking about bigger marketing campaigns and increasing profits.

By tweaking this feature and incorporating it into your everyday business ventures will see your company become more self-aware and your NPS rise.

More importantly, this will see an increase in happy customers increasing your brand awareness and customer loyalty.

Topics: Small business tips, Latest

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