How can you use Net Promoter Score (NPS) to measure customer satisfaction on social media?

3 How to collect NPS data on social media?

There are different ways to collect NPS data on social media, depending on your goals and resources. You can use surveys, polls, direct messages, or comments to ask your customers the NPS question. You can also use tools and platforms that integrate with your social media channels and automate the process of sending and analyzing NPS surveys. Some examples are SurveyMonkey, Qualtrics, Delighted, and Hootsuite. The best practice is to collect NPS data regularly and consistently, such as monthly, quarterly, or annually, to track your progress and identify trends.

4 How to use NPS to improve your social media performance?

NPS is not only a metric, but also a feedback mechanism that can help you improve your social media performance. To make the most of NPS, you can segment your customers by NPS category and tailor your communication and offers accordingly. For instance, you could reward promoters with incentives, referrals, or testimonials, engage passives with more relevant and personalized content, and reach out to detractors to address their pain points and complaints. Additionally, analyze the reasons behind your customers' ratings to identify your social media strategy's strengths and weaknesses. You can use follow-up questions to understand what customers like or dislike about your brand, products, services, or content. Sentiment analysis, keyword analysis, or social listening can also be used to monitor and measure the emotions and opinions of customers. Finally, act on the insights and feedback from NPS data to make improvements to your social media strategy. Enhance customer service, product quality, or content value based on customer needs and expectations. Test and optimize social media campaigns, posts, or ads to increase engagement, conversion, and retention rates.

5 How to benchmark your NPS against your competitors?

NPS can also help you compare your performance with your competitors and identify your competitive advantages or disadvantages. To benchmark your NPS against your competitors, you can conduct a competitive analysis and research the NPS of direct and indirect competitors using public or private sources. Additionally, tools and platforms such as NPS Benchmarks, CustomerGauge, or Retently provide industry or regional benchmarks for NPS. Social media analytics and metrics, such as reach, impressions, followers, likes, shares, comments, mentions, or clicks can also be used to measure and compare your social media performance with your competitors. This can help you assess how well your brand is perceived and received by your social media audience.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?