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International Customer Success Manager @ Critizr
There are many important factors to consider regarding customer satisfaction and experience, such as: earning customer loyalty, increasing their lifetime value, turning customers into promoters, making yourself stand out from the competition, etc. With all this in mind, it’s likely you’ve already implemented customer satisfaction indicators such as the Net Promoter Score. This article will examine the differences between a relational and transactional Net Promoter Score, or NPS. Find out which option will work best for you and read our tips on implementation.
Relationship Net Promoter Score is used to measure your customers’ overall impressions after having experienced various types of interactions via different points of contact within your business.
If I want to measure the relationship NPS, what am I looking for?
Limits of a relationship NPS
How and when should you ask the following Relationship NPS question?
“Would you recommend [Critizr] to your family and friends?”
The answer to this question is given on a scale of 0 to 10. It’s a good idea to include an open question along with the NPS question so that the customer can fully express themselves and so you can understand why they gave you that score.
For a more accurate representation, the relationship NPS should be measured continuously. You can distribute the survey using various methods depending on your customers and their preferences, by phone or email for example. FYI: phone surveys receive the highest scores.
DOWNLOAD THE E-BOOK : Discover the NPS : definition, calculation and collection
Unlike a relationship NPS that evaluates the overall relationship between you and your customers, a transactional NPS measures customer satisfaction at a precise point of contact.
Take a retail outlet for example: a transactional NPS will come into play following each interaction and at each point of contact: after an in-store purchase, after an online order, after the delivery of an online order, after contact with customer services and after a return visit to the store.
What are my objectives if I wish to measure transactional NPS?
Inconveniences of the transactional NPS :
How and when should you ask the following transactional NPS question?
“Following your customer service experiences, would you recommend [Critizr] to your friends and family?”
This answer is also given on a scale of 0 to 10. Fill out the bulk of your survey with closed questions and finish off with an open-ended one (5 questions max).
A transactional NPS is measured as part of an instant TouchPoint survey. You decide when to send it depending on your objectives (a day after the interaction, for example). You can distribute the survey via email, text, a widget on your website, in the retail outlet, etc.
To achieve the best representation possible, we recommend continuously measuring the transactional NPS in an aim to react proactively.
Absolutely! The scores complement each other in making your customer-centric approach a success. Prioritise the NPS type that will enable you to meet your specific objectives. If you have never measured your NPS, it’s wise to start with the relationship NPS to pinpoint the areas for improvement. The transactional NPS will then serve to highlight ways to improve them.
The relationship NPS is not an aggregate score of the transactional NPS because different variables are being used. The relationship score is often higher as it is based on how customers grade their relationship with your business.
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