Building loyalty takes work. It means understanding what customers<\/p>\n\n\n\n
It means understanding what your customers want and making sure they\u2019re happy. When you do this, customers naturally spread the word.<\/p>\n\n\n\n
In this post, we\u2019ll go over ways to raise your NPS. When it goes up, you get more loyal customers who help your business grow.<\/p>\n\n\n\n\n\n
Understanding NPS<\/h2>\n\n\n\n
NPS shows how loyal your customers are via a simple question. You ask your customers, “On a scale of 0-10, how likely are you to recommend our company to your friends or colleagues?”<\/p>\n\n\n\n
Depending on their answers, customers fall into three groups:<\/p>\n\n\n
![\"NPS\"](\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2025\/01\/NPS.png\")
<\/figure>\n<\/div>\n\n\n- \n
- Promoters (9-10):<\/strong> These are your biggest fans who help your company grow.<\/li>\n\n\n\n
- Passives (7-8):<\/strong> These customers are happy, but they might choose another brand.<\/li>\n\n\n\n
- Detractors (0-6):<\/strong> These customers are not happy and could hurt your brand.<\/li>\n<\/ul>\n\n\n\n
To find the NPS, use this formula:
NPS = % of Promoters (9-10) – % of Detractors (0-6)<\/strong><\/p>\n\n\n\nA low NPS means customers are upset and might leave. A high NPS means you have loyal customers who help your business grow.<\/p>\n\n\n\n
For example, Tesla has a great score of 97<\/a> because they keep their quality high, come up with new ideas, and provide good service. Starbucks has a score of 77, and USAA has 75. Both give good value to their customers.<\/p>\n\n\n\n
Different industries have different scores, but any score above 70 is considered great.<\/p>\n\n\n\n
7 actionable tips to improve your NPS<\/h2>\n\n\n\n
Reaching an NPS score of 70 or higher takes strategy. Here are simple tips to help you get there:<\/p>\n\n\n\n
1. Act on feedback quickly<\/h3>\n\n\n\n
Fast responses matter. When a customer shares feedback, it\u2019s your chance to build trust. The quicker you respond, the better.<\/p>\n\n\n\n
Set up instant notifications for feedback<\/h4>\n\n\n\n
Connect your feedback system to tools like Slack or email. This way, feedback goes to the right person immediately. In turn, your team can respond faster.<\/p>\n\n\n
\n![\"\"](\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\")
<\/figure>\n<\/div>\n\n\nFor example, connect your feedback portal to Slack or email. This way, feedback goes to the right person right away. Nothing gets missed, and your team can respond quickly.<\/p>\n\n\n\n
Use response templates for common issues<\/h4>\n\n\n\n
Look for patterns in your feedback and use templates. For happy customers, send a thank-you and ask for a referral. For neutral feedback, ask how you can improve. For unhappy customers, use templates that show you\u2019re listening and care.<\/p>\n\n\n\n
For all these types of feedback, here\u2019s a format that works:<\/strong><\/p>\n\n\n\n
- \n
- Opening: <\/strong>Personal acknowledgment of their specific issue<\/li>\n\n\n\n
- Middle:<\/strong> Clear the next steps you’re taking<\/li>\n\n\n\n
- Close: <\/strong>Timeline for resolution and your direct contact info<\/li>\n<\/ul>\n\n\n\n
Here\u2019s a template that you can customize for managing detractor feedback well:<\/p>\n\n\n
\n<\/figure>\n<\/div>\n\n\nChoose the right team to handle negative feedback<\/h4>\n\n\n\n
Your team needs to act fast on negative feedback to keep customers happy and build customer loyalty<\/a>. Pick experienced team members to handle these issues. Set up a schedule so someone\u2019s always available.<\/p>\n\n\n\n
Give them tools to respond quickly, like:<\/p>\n\n\n\n
- \n
- The ability to give refunds right away<\/li>\n\n\n\n
- A direct line to the tech team for urgent fixes<\/li>\n\n\n\n
- Options to upgrade accounts or extend subscriptions<\/li>\n\n\n\n
- A \u201ccustomer help\u201d budget for emergencies<\/li>\n<\/ul>\n\n\n\n
Train them in problem-solving and calming down upset customers. The goal isn\u2019t just fixing issues\u2014it\u2019s turning unhappy customers into loyal fans.<\/p>\n\n\n\n
Track response times and set aggressive goals<\/h4>\n\n\n\n
Fast replies make a big difference in customer service. Think about it\u2014waiting even a day feels like forever when you reach out to a company.<\/p>\n\n\n\n
So, set goals for response times; it shows customers you value their time. Try this simple rule: respond to urgent issues in 1 hour. Quick action helps calm frustrated customers.<\/p>\n\n\n\n
You can take regular feedback in 4 hours, and feature requests within 24 hours. Your help desk software can track this automatically.<\/p>\n\n\n\n
Keep your eye on these key metrics:<\/strong><\/p>\n\n\n
\n<\/figure>\n<\/div>\n\n\nWatch key patterns too. When do customers give the most feedback? Which products are mentioned most? Where are there delays? These insights help you put your team right where they\u2019re needed most.<\/p>\n\n\n\n
2. Create a customer success roadmap<\/h3>\n\n\n\n
If your customers have a smooth journey with your brand, they\u2019ll be more likely to tell their friends. Every time they connect with you or ask for help, it affects how they feel about your brand.<\/p>\n\n\n\n
To improve your NPS, map out these key points:<\/p>\n\n\n\n
- \n
- First-time user experience<\/li>\n\n\n\n
- Onboarding process<\/li>\n\n\n\n
- Regular usage milestones<\/li>\n\n\n\n
- Support interactions<\/li>\n\n\n\n
- Renewal or repurchase moments<\/li>\n<\/ul>\n\n\n\n
Start by looking at each step from the customer\u2019s view. Note every click, call, or step they take. Where do they get stuck? When do they need help? These are chances to make things better.<\/p>\n\n\n\n
Turn rough spots into \u201cwow\u201d moments. For example, if customers have trouble at checkout, surprise them with free shipping or a discount at the final step. Or, like Grammarly, you could give users helpful tools for using your product more easily.<\/p>\n\n\n
\n<\/figure>\n<\/div>\n\n\n[Source<\/a>]<\/p>\n\n\n\n
The goal is to create moments so great that customers want to share them. People don\u2019t share average experiences, but they will tell others about brands that make them feel special.<\/p>\n\n\n\n
3. Empower your support team<\/h3>\n\n\n\n
Your support team is key to keeping customers happy. They can turn customers into loyal fans if they have the right tools and authority.<\/p>\n\n\n\n
Give your team the power to:<\/p>\n\n\n\n
- \n
- Make quick decisions without asking a manager<\/li>\n\n\n\n
- Offer refunds when needed<\/li>\n\n\n\n
- Adjust rules in special cases<\/li>\n<\/ul>\n\n\n\n
Support works best with the right tools. Use a good CRM so they can see customer history easily. Build a knowledge base with answers to common problems to help them solve issues fast.<\/p>\n\n\n\n
4. Transform feedback into features<\/h3>\n\n\n\n
Your customers are telling you what they want\u2014you just need to listen. When a lot of people mention the same problem or request, it\u2019s a great chance to make things better. Here\u2019s how to use their feedback:<\/p>\n\n\n\n
Set up a feedback system:<\/strong> Gather all feedback in one place. Use a feedback tool<\/a> like Canny to sort feedback by type, like new features, problems, or ideas. This helps you see what\u2019s most important.<\/p>\n\n\n\n
Build what customers want:<\/strong> Focus on the features that customers ask for the most. Talk to them to find out what would improve their experience. Then, choose changes that make a big difference and are easy to make.<\/p>\n\n\n
\n<\/figure>\n<\/div>\n\n\n[Source<\/a>]<\/p>\n\n\n\n
- \n
- Update your customers:<\/strong> When you make a change that someone asked for, let them know. This shows you care and can turn customers into loyal fans.<\/li>\n<\/ul>\n\n\n\n
5. Personalize the experience<\/strong><\/h3>\n\n\n\n
Nobody wants to feel like just another ticket number. In an age where Netflix knows what you want to watch next, your customers expect personalization. The good news? Even small personal touches can make a big impact.<\/p>\n\n\n\n
Personalization opportunities:<\/strong><\/p>\n\n\n\n
- \n
- Remember preferences:<\/strong> Note customer preferences to show them more of what they like.<\/li>\n\n\n\n
- Customize recommendations:<\/strong> Send timely refill reminders or product updates for past purchases.<\/li>\n\n\n\n
- Send relevant content and updates:<\/strong> Send content based on browsing history or purchases.<\/li>\n<\/ul>\n\n\n\n
6. Create educational content<\/h3>\n\n\n\n
When your customers truly understand your product, they become your biggest advocates. The more value they get, the more confident they\u2019ll feel recommending it to others. <\/p>\n\n\n\n
So, make sure educational content is easy to find so customers can learn more about your product.<\/p>\n\n\n\n
What your content toolkit should include:<\/strong><\/p>\n\n\n\n
- \n
- Quick-start guides:<\/strong> Create visual guides that help them hit their first goal quickly. Focus on the key actions that deliver immediate value.<\/li>\n\n\n\n
- Video tutorials:<\/strong> Some things are easier to show than explain. Create short, targeted videos (under 3 minutes) that explain specific features or tasks. Include captions to make them accessible to everyone.<\/li>\n\n\n\n
- Best practice documents:<\/strong> Share insider tips and explain the \u201cwhy\u201d behind best practices. It’ll help users know what to do and understand how it benefits them.<\/li>\n<\/ul>\n\n\n\n
Pro Tip:<\/strong> Don\u2019t wait for users to stumble across your content. Engage your customers proactively<\/a> and share relevant resources at the right time, based on where they are in their journey. <\/p>\n\n\n\n
7. Celebrate customer wins<\/h3>\n\n\n\n
Success spreads! When you share a customer win, it inspires others and shows what can happen. Happy customers often become your biggest fans. Here\u2019s how to celebrate these wins:<\/p>\n\n\n\n
Create stories:<\/strong> Turn customer successes into fun stories or detailed case studies. Share how they faced challenges and what great results they got. Make sure the stories are real so others can learn from them.<\/p>\n\n\n\n
Spotlight customers:<\/strong> Highlight your successful customers in your blog or newsletter. Let them share their advice and tips. This shows they are leaders and celebrates them.<\/p>\n\n\n
\n<\/figure>\n<\/div>\n\n\n<\/p>\n\n\n\n
Share on social media:<\/strong> Post updates and special moments on social media. Use fun pictures to show customer achievements and happy quotes. Make it easy for them to share with friends.<\/p>\n\n\n\n
Build a community:<\/strong> Create a space where customers can share their wins. Encourage them to celebrate each other and give advice. This helps everyone feel connected.<\/p>\n\n\n\n
Focus on real achievements. Celebrating customer success leads to even more success!<\/p>\n\n\n\n
At DesignRush<\/a>, we give awards to great designs in websites, logos, apps, and multimedia. We showcase their work and stories on our site to give them more visibility. This often helps them find new opportunities and partnerships.<\/p>\n\n\n\n
5 tools to help you improve your NPS<\/strong><\/h2>\n\n\n\n
If you want to make your customers happy, you need to listen to what they say. These five tools can help you gather and use their feedback easily.<\/p>\n\n\n\n
1. Canny Autopilot<\/h3>\n\n\n\n
Canny Autopilot<\/a> helps you collect and understand what customers want. It keeps their requests organized and finds the most popular ideas quickly. This tool is perfect for teams that want to make their products better based on customer feedback.<\/p>\n\n\n
\n<\/figure>\n<\/div>\n\n\nKey Features<\/strong><\/p>\n\n\n\n
- \n
- Keeps feedback organized and removes repeated requests.<\/li>\n\n\n\n
- Quickly finds the most wanted features.<\/li>\n\n\n\n
- Summarizes important points from comments.<\/li>\n\n\n\n
- Automatically asks follow-up questions.<\/li>\n\n\n\n
- Connects with other tools like Intercom and Zendesk.<\/li>\n<\/ul>\n\n\n\n
Pricing<\/strong><\/p>\n\n\n\n
- \n
- Free plan available<\/li>\n\n\n\n
- Starter Plan: $79\/month<\/li>\n\n\n\n
- Growth Plan: $359\/month<\/li>\n\n\n\n
- Business Plan: Contact for a quote<\/li>\n<\/ul>\n\n\n\n
<\/p>\n\n\n\n
\n\n\n <\/a>\n <\/div>\n<\/div>\n\n\n\n2. Userpilot<\/h3>\n\n\n\n
Userpilot helps you ask users for feedback right inside your app. You can easily start surveys like NPS, CSAT, and CES without needing tech help.<\/p>\n\n\n
\n<\/figure>\n<\/div>\n\n\n
- Video tutorials:<\/strong> Some things are easier to show than explain. Create short, targeted videos (under 3 minutes) that explain specific features or tasks. Include captions to make them accessible to everyone.<\/li>\n\n\n\n
- Customize recommendations:<\/strong> Send timely refill reminders or product updates for past purchases.<\/li>\n\n\n\n
- Remember preferences:<\/strong> Note customer preferences to show them more of what they like.<\/li>\n\n\n\n
- Update your customers:<\/strong> When you make a change that someone asked for, let them know. This shows you care and can turn customers into loyal fans.<\/li>\n<\/ul>\n\n\n\n
- Middle:<\/strong> Clear the next steps you’re taking<\/li>\n\n\n\n
- Passives (7-8):<\/strong> These customers are happy, but they might choose another brand.<\/li>\n\n\n\n
![\"\"](\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2025\/01\/slack-feedback.png\")
<\/figure>\n<\/div>\n\n\n![\"\"](\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2025\/01\/feedback-resolution.png\")
<\/figure>\n<\/div>\n\n\n![\"\"](\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2025\/01\/feedback-metrics.png\")
<\/figure>\n<\/div>\n\n\n![\"\"](\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2025\/01\/grammarly.png\")
<\/figure>\n<\/div>\n\n\n![\"\"](\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2025\/01\/postmark.png\")
<\/figure>\n<\/div>\n\n\n![\"\"](\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2025\/01\/ahrefs-testimonial.png\")
<\/figure>\n<\/div>\n\n\n![\"\"](\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2025\/01\/autopilot.png\")
<\/figure>\n<\/div>\n\n\n![\"try-autopilot](\"https:\/\/no-cache.hubspot.com\/cta\/default\/5705808\/interactive-165946149675.png\"\n)
\n <\/a>\n <\/div>\n<\/div>\n\n\n\n![\"\"](\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2025\/01\/userpilot.png\")
<\/figure>\n<\/div>\n\n\n![\"\"](\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2025\/01\/chameleon.png\")
<\/figure>\n<\/div>\n\n\n![\"\"](\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2025\/01\/Appcues-1.png\")
<\/figure>\n<\/div>\n\n\n![\"\"](\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2025\/01\/fullstory.png\")
<\/figure>\n<\/div>\n\n\n![\"Form](\"https:\/\/no-cache.hubspot.com\/cta\/default\/5705808\/interactive-127905612377.png\"\n)
\n <\/picture>\n <\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"