![\"NPS\"](\"https:\/\/taxprocenter.proconnect.intuit.com\/wp-content\/uploads\/2016\/06\/nps.png\")
<\/p>\nIf your marketing plan doesn\u2019t include a strategy to generate regular feedback from your clients, now is the time to develop and implement it. Client surveys are among the easiest ways to gauge your professional performance. It\u2019s as simple as asking, yet many tax preparers fail to seize these opportunities. And, when they do, they often don\u2019t ask the right questions.<\/p>\n
Enter Net Promoter Score (NPS), a loyalty metric that lets companies measure client satisfaction. The NPS asks one question: How likely is it that you would recommend this company to a friend or colleague? Respondents answer the question on a numeric scale ranging from rate 0 to 10, with 10 being the most likely to recommend.<\/p>\n
Note: at the end of this article is a downloadable PDF with instructions on how to set up your own Net Promoter survey.<\/p>\n
The Critical NPS Question<\/b><\/p>\n
Steve Blundell, a CPA and customer advocate for Intuit\u00ae, has run these surveys for several large corporations. He also uses them internally at Intuit. \u201c\u2018Would you recommend?\u2019 is a much stronger question than, \u2018Are you satisfied?\u2019\u201d he says.<\/p>\n
Shawn McMorrough, lead research manager at Intuit\u2019s ProTax Group, says you should track your average NPS over time. To calculate your company\u2019s NPS, take the percentage of respondents who are promoters and subtract the percentage who are detractors. McMorrough provides the following example of the matrix used:<\/p>\n
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\u201cWe always use an open-ended follow-up question,\u201d says McMorrough. \u201cWe ask them what their reason is for giving that answer. If they like the service, they might answer something like, \u2018It\u2019s easy to use.\u2019 If they don\u2019t like it, they might say, \u2018It\u2019s too expensive\u2019 or \u2018They leave me on hold too long when I call.\u2019\u201d<\/p>\n
The results of such questions can be enlightening, he says. \u201cWhat we have found is that clients want advice more than they want help. They want to know how to make more money or how to plan for retirement.\u201d<\/p>\n
In addition, determining your NPS isn\u2019t a one-off strategy, says Blundell. Businesses change. They add new staff. The process needs to be repeated to make sure you\u2019re making continuous improvement.<\/p>\n
Launching Your Own NPS Survey<\/b><\/p>\n
Setting up a Net Promoter Score survey is simple. Here\u2019s how to get started:<\/p>\n
If your marketing plan doesn\u2019t include a strategy to generate regular feedback from your clients, now is the time to develop and implement it. Client surveys are among the easiest ways to gauge your professional performance. It\u2019s as simple as asking, yet many tax preparers fail to seize these opportunities. And, when they do, they<\/p>\n","protected":false},"author":107164659,"featured_media":649,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rkv_browse_by_id":0,"rkv_cta_id":0,"rkv_optimize_for_pagespeed":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"useModifiedDate":false,"customPublishDate":"","_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"_wpas_customize_per_network":false},"categories":[561584],"tags":[],"intuit_collection":[],"intuit_series":[],"coauthors":[509474150],"class_list":["post-611","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-client-relationships"],"header_image":"","yoast_head":"\n