NPS Scoring with Zoho CRM and Zoho Survey

NPS Scoring with Zoho CRM and Zoho Survey

What Do Your Customers Think? Try a Net Promoter Score and NPS Scoring with Zoho!

As a business, it is great to have a way to check and see if your clients are happy with the product or service that has been provided.  It’s even better to know if they are happy enough that they would be willing to recommend you to others looking for the same.  How do you know if they would be willing to recommend you?  Just ask!  In this article, we’ll talk about what a Net Promoter Score is and how NPS Scoring with Zoho can be done.


What is a Net Promoter Score?

A Net Promoter Score (NPS) is a quick way to get an impression of your product or performance from a customer or client.  It is a one or two question survey that requires little time commitment from your respondents and it gives a good pulse check on how you’re doing.

The central question for a NPS survey is “How likely are you to recommend us to somebody else?”  This is often posed on a scale of 1 to 5, or 1 to 10.  If there is a follow up, it is usually something along the lines of “Please let us know why you chose this rating”.  Though it is optional, the responses that you receive from this second question can be very insightful and help you with decisions about the direction of your business.


What do the Numbers Mean and How Does it Work?

To gain value from the NPS, you need to know how to assess the ratings that you receive and interpret the results based on your overall numeric score.  If we’re using a scale of 1 to 10 for our NPS, we would look atour ratings as follows:

  • Scores of 9 or 10: Promoters.  These are the clients who are most likely to recommend you to somebody else who is looking for the product or service that you provide.  They are your strongest supporters and most likely to stay with you long term.
  • Scores of 7 or 8: Passives.  These clients are the ones who are fairly neutral about you or your services and not really likely to think of you for a recommendation.  They could be swayed to either
  • Scores of 6 or lower: Detractors.  The clients who were dissatisfied with your product or service.  They would not be an option for a recommendation.

To calculate your overall Net Promoter Score, you will need to do the following:

  1. Calculate the percentage of Promoters
  2. Calculate the percentage of Detractors
  3. Subtract the percentage of Detractors from the Percentage of Promoters

For example, I have received twenty responses to my NPS survey.  The responses break down as follows:

Promoters: 10
Passive: 6
Detractors: 4
From there, the percentage calculations would be as follows:
Promoters: 10/20 = 50%
Passive: 6/20 = 30%
Detractors: 4/20 = 20%
Then, the Net Promoter Score calculation would look like this:
NPS = Promoters – Detractors
NPS = 50 – 20
NPS = 30
How We Are Using NPS Scoring with Zoho
Depending on your volume of business, it can be a challenge to carve out the time needed to reach out once a transaction, project, or service is completed to gather feedback.  As raving fans of Zoho, we have leveraged out Zoho systems to help us do so.
How do you do NPS scoring with Zoho?  We started by using Zoho Survey to put together our NPS Survey.  We chose to use a scale of 1 to 10, and also the optional follow up question to gather more information from clients to tell us more about why they gave us the rating that they did.

From there, we connected the survey to our instance of Zoho CRM. This allowed us to create an email template with appropriate merge fields to address the client properly by name, and also to embed the rating scale right in the body of the email itself.  The first email is then scheduled to be sent automatically a set number of days after a project has gone live.  This allows for the email to go out without somebody having to find time in their day to do it.

With a couple hours of planning and setup, we now have a reliable way to do NPS scoring with Zoho, to ensure that we gather this feedback from our clients so that we can use it to improve and grow!