NPS survey from Malvern Panalytical

You have received yet another survey…. Do you really need to carve another 5 minutes out of your busy schedule to take this one? Find out how this customer satisfaction NPS survey might help not just you but also your colleagues and collaborators. Our “net promoter score” survey is something of an industry standard. But never mind, I had not heard about it either.

So what is this NPS? How do you fill it in effectively?

NPS = Net Promoter Score — why?

The term Net promoter score sounds somewhat commercial to me. However, it has become almost a standard to “grade” different parts of many businesses. In essence, we want to find out if you were satisfied with the service/interaction/information you received or if there is something we can improve. Depending on your numerical selection your response will fall into one of three categories:

• Positive or Promoting (selection from 9-10)
• Neutral or Passive (selection from 7-8)
• Negative or Detracting (selection from 0-6)

The actual score is then the difference between % promoters and % detractors. So it can range from +100 (everything perfectly positive) to -100 (totally bad). And different industries have different typical net promoter scores.

What is in it for me?

If you’re happy (i.e. 9 or 10) then you might not think you get anything out of this customer satisfaction survey. Except the rewarding feeling that you helped us and left a good survey for the past interaction. And we certainly like compliments! So even though you don’t have to, please go ahead and leave us a positive feedback with a high NPS. We really do appreciate you taking the time to let us know. And you’ll feel good about it, too.

In case you are not happy (i.e. 8 or lower) then your feedback can give us valuable direction on where to improve. Tell us about your experience and what you think. You never know, we may be able to make it right. Your survey ensures a level of attention and input that we don’t offer easily through other means.

That’s why I would like to encourage you to take advantage of this. Take the customer satisfaction NPS survey in your email!

Should I just mark everything as average, i.e. 5, in NPS?

Well you certainly could. But be aware, that the numerical average (5) is below the designed survey average. In other words: if you think we did an average job, neither good nor bad, then a 7 or 8 would be the most fitting response. Our goal is of course for every experience with us to be above average.

Seriously though, if there is anything we can improve, do let us know in the survey. It’s your chance to have direct influence and input on where we as a company can aspire to move. Be blunt – hopefully this will not only benefit you, but your entire lab, colleagues and collaborators as well.

Previously

• In a rush to order?
• The easiest method to get Help for your instrument – one step away

Have any questions? Please email me ulf.nobbmann@malvern.com – Thanks! Opinions are those of the author. Our editorial team modifies them occasionally.