The decisions you make in business are the backbone of your success. The Net Promoter Score, also known as NPS, is a key aspect of decision making. Any decision that you make without considering this aspect is likely to contribute to the failure of your business. The NPS chart plays an integral role in business in categorizing customers and their behavior.
As a business owner, you need to be in a position to detect the detractors and promoters to make a sound decision. However, this does not mean that data visualization is not essential in this case. Visualization is a starting point since it gives you a reliable working foundation.
For instance, once you realize that there is a massive spike in the number of detractors, you will automatically know that there is a problem. NPS is a critical aspect that every business owner needs to consider for the smooth running of the business.
Despite that the Net Promoter Score is a crucial element, most people find it difficult to track and visualize it. But, this does not mean that you cannot visualize your NPS results. There is a solution for every problem! Before we get into details, let’s find out why it’s essential to visualize your NPS results.
Net Promoter Score is a unique algorithm that helps business owners to understand how loyal their customers are. Also, it aids in understanding the likelihood of customers recommending a particular brand to their close friends and family. The NPS survey has a series of close-ended questions that lets customers rate the likelihood of recommending a particular brand or organization.
The score ranges between 0 and 10. After customers give feedback to the survey, the results are brought back to the drawing table to generate the overall score. The survey also has open-ended questions that are usually full of insights where customers give the reasons behind their ratings.
The NPS metrics help to collect insights regarding the business performance and the rate of customer satisfaction. The NPS chart visualizes both the open-ended and closed-ended questions to generate sound results. In addition, it helps to display data in a visual format since humans rarely pay attention to numeric values.
Even though the NPS score greatly impacts the decision-making process, how to visualize the results remains a difficult riddle. Let’s put our heads high and answer the riddle!
Charts and graphs play a critical role in visualizing NPS results. Let’s look at some of the best ways of visualizing NPS results!
1. Line Chart
Customers experience a lot throughout their purchasing journey. To understand some of the challenges that your customers experience, you need to constantly track the Net Promoter Score over a given time. Customer loyalty can easily change depending on various factors. The business market is constantly changing, and various factors can influence customers.
The measures you put into practice in your business can also affect your NPS. A line chart offers a simple way to use and evaluate how your score rises and falls within a given duration. In addition, it can give you a better picture of what I’d affect your score. The changes you make within the business can either affect the business positively or negatively.
A line chart can outline the percentage of detractors, passives, and promoters. But, you need to be specific on the time frame you intend to measure.
2. Word Cloud
When using open-ended survey questions, you will likely generate a lot of qualitative data. Analyzing qualitative data is not the same way as quantitative data. You need to have a unique approach to navigate the process. In this case, a word cloud is the most preferred choice that can help you get the job done.
A word cloud helps in identifying keywords in your data. The keywords are collected from the responses based on what customers have said. When evaluating the data in a word cloud, you need to focus on the words that are cropping up more frequently. Remember that you need to focus on the issues that matter most to your customers.
Besides, the customers may be mentioning these terms either in a positive or a negative way depending on the performance of your business. To get better results, you need to combine a word cloud with other types of charts and graphs to get a detailed view of what is happening.
3. Bar Chart
A bar chart is the best option to visualize the spread and the number of promoters, passives, and detractors. The chart gives you the exact score that the respondent gave during the survey. This is useful since it helps you understand the number of detractors who are likely to become passive and vice versa.
For instance, when you note a detractor who has given a score of 6, they are almost becoming passives. Alternatively, when you realize that there are a lot of zeros, the customers are much further to convert. Getting the exact scores and the number of people who have given it gives you a clear picture in where to focus.
Even though you may have these numbers listed, stacking them in a bar chart offers you a simple way to visualize them. In the end, you can easily make conclusions within the shortest time possible.
4. Sentiment Analysis
Sentiment analysis is an incredible strategy that tells you how customers are feeling about your brand. This strategy can tell whether the customers are happy, sad, or neutral. If you note negative sentiments in your data, you will obviously understand that there is a problem somewhere that needs quick fixing.
However, you can only get these insights out of your sentiments once you visualize your sentiment data. Recording positive sentiments tell you that customers appreciate your brand and are likely to recommend you. By analyzing your sentiments, you can easily categorize your customers into different groups based on their satisfaction rates.
In addition, you can identify the areas of your business that are generating both the negative and positive sentiments. Upon identifying them, you need to focus on streamlining operations to ensure that customers have every reason to be proud of your business.
5. Pie Chart
A pie chart is one of the simplest types of charts that anyone can read and understand. You don’t need to be a statistics expert to visualize your NPS results using a pie chart. This makes them the most preferred choice to use since they give results a first glance. It only takes a few minutes to generate results out of your NPS results.
The only thing you need to be keen on when using a pie chart is to monitor the number of data variables that you outline on the chart. A pie chart is not designed to accommodate a lot of information since it becomes cluttered. You only need to outline a few educational data variables to visualize your NPS results.
If you outline every time you element in a pie chart in a clear way, you will be able to split passives, detractors, and promoters. Besides, you can opt to use a pie chart as an introduction to a more advanced form of data visualization.
Visualizing your Net Promoter Score brings every essential aspect in your business to life. Also, it makes it easier for you and your team members to understand your business’s progress. After the visualization process, it becomes easier for you to make critical development decisions without worrying about the outcomes.
The only secret to visualizing NPS results is having a reliable tool that can get the job done. This article has outlined different charts and graphs that you can utilize to facilitate your visualization needs. It’s high time that every business owner should prioritize investing in a reliable tool that can enable them to generate meaning from data and make critical development decisions.