How to Measure Customer Satisfaction by Mr Vivek Bindra Best Motivational Speaker

hello welcome back I'm Vivek Kundra international corporate trainer and a motivational speaker from global act today I'm back again for you or yes yes for you or to help you and today's topic on the whiteboard session is Net Promoter Score how would you calculate and evaluate your brand loyalty how would you get to know if you anything that you cannot measure you cannot improve anything that you cannot measure you cannot improve all of us we know that but how would you calculate and evaluate is this the current condition of your customers or is less the current condition of your customers how would you get to know that how do you so this is very simple you just change and bring a little change in your feedback forms and try to evaluate are your customers are your customers also your potential unpaid business developers are they're your potential unpaid promoters who are going out and speaking positive about you or they're neutral about you or they speak a lot of negative things about you very simple take a feedback on a scale of 1 to 10 how would your customers rate you if you do that for 100 people if you do that 400 people and let's say you world and out of which there are about 40 people who give you a score between 0 to 6 these are your detractors these are those people who not at all happy about you they'll type a lot of things negative about you on your Facebook fan page they type a lot of negative things about you on your customer feedback they're those people who will never recommend you whenever an opportunity comes to talk about your kind of a brand they'll never let their friends family and relatives to go to you all their professional life social life and family life they'll make sure nobody ever goes to you because they give you a score between 0 to 6 anybody even 5 6 is a very negative score but then there will be some people will give you score between 7 and 8 these are neutral people you ask them and you check them when they go out they will and some somebody goes and ask them listen would you like me to recommend or would you like me to go and test the brand X how was your experience they will say was okay it was fine they will not promote you they'll not speak negative about you they'll not use their rapid they will not allow to put their left nonstate to be used to actually favor your brand so much because there are neutrals about you they will not do good they're not speak good they'll not speak bad about you spend then there are people who are your promoters who will give you a rating between nine or ten out of ten anybody who is giving you nine nine point five or ten out of ten these are those people who without your unpaid promoters whenever somebody will ask them on anything of your industry they will recommend you they were very strongly that these are those people will always try your new products and services whenever you offer something new then immediately comment buy and they're very likely to buy even at a higher price they are agreeing to buy your product even at a premium price most likely but for short they'll promote you a lot so for any organization it is important for you to calculate what's your net promoter score let's say out of hundred people fifty people rated you here and about ten people rated you here so what would be a net promoter score so the net promoter score is very easy to calculate you just have to calculate how many promoters did you had so you had here out of 100 you had about 50 promoters how many detractors those who spoke negative about you they were 40 in number how many neutrals are there there are 10 so plus/minus neutrals will have no effect neutrals will have no effect so the total score will come out to be 10 so this is you've got 10% out of hundred about 10% people who are going to promote you so your NPS should always remain higher in the positive side and this is one figure that can help you calculate your customer satisfaction current customer satisfaction level your current brand loyalty level your current brand loyalty measurement report indexes here right here would you like to increase that this is going to help you to strategize in future but even if you've got some detractors measure that please measure that take care of your detractors because they're actually speaking negative about you and when they're speaking negative about you catch it because come it's like a complain it's like a complaint and complain is a gift complain is a gift it's a new management strategy if you get a complaint catch it if you get a complaint catch it will help you in the near future you know what detractors will otherwise speak a lot of negative things about you if they are not satisfied and you don't go back and serve them well neutrals will always remain neutrals but these are those people who should be strategically engaged you know you can use use them as a strategy to engage them for your brand promotion because they'll go out there unpaid promoters for you this calculation is very important it's very simple it's very fundamental it can be immediately applied if you want to put them into practice in your organization we are there to help you and succeed our focus is to help you succeed call us and here's got the contact number please call us right away subscribe to our videos keep watching us for more videos thank you very much [Music]