The NPS value depends on the industry, region, respondent's age, education level, ethnicity, etc. There are many variables whose influence cannot always be taken into account. And this can be a problem.
In May 2023, the US regulator took control of First Republic and sold it azerbaijan whatsapp number data to investment bank JPMorgan Chase to save it from financial collapse. Meanwhile, First Republic led the banking sector in terms of customer loyalty. The bank's NPS index was 80 points, compared to the industry average of 31 points.
A high willingness of customers to recommend a company is just one of the indicators of business evaluation. Conventionally: everyone will recommend to their friends a person who generously gives away money and does not ask for it back. But this is until this person goes bankrupt.
It is important to understand what exactly is behind the customer satisfaction index: a key innovation (disruption), well-thought-out service or maximum discount of products to the market. In addition, sometimes customers simply do not want to tell the truth. They praise you and then go to a competitor. This is reality.
How to Increase NPS
The key is to act quickly so that customers feel that the feedback is useful.