NPS v/s Mystery Shopping

Net Promoter Score (NPS)  is a consumer insight.  It measures customer loyalty and where your business stands vis-à-vis your competitor.

 It is based on a single or a couple of  questions, What are the chances that you will recommend this business to your friend?”

Respondents, while calculating the NPS, are grouped as follows: Promoters, Passives & Detractors.

Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.

Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.

Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Promoters minus the detractors will yield the net promoter score for any business.

On the other hand, Mystery Shopping,  can also measure things which are not important to the customer, but strategically important to the company. For example, a customer will not mark down your NPS score if your staff didn’t upsell a belt when selling trousers, but strategically this could be a core aspect of the store’s profitability.

Mystery Shopping is also strong in measuring asynchronous activities.

Synchronous- If the staff member is polite, you mark them positively, if they are rude, you mark them negatively.

Asynchronous– If you are offered a business class upgrade you mark the experience positively, but if you don’t receive the business class upgrade you don’t mark the experience negatively. Similarly, if you are upsold a probiotic to settle your belly when filling an antibiotic script, you rate the experience highly, but not negatively if there is no upsell.

Hiring mystery shopping companies can help boost your NPS score, as a mystery shopping company is a non-biased view that covers many different aspects of customer service…


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