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According to Temkin's latest survey report, in 2020, the average NPS of the automotive industry is 39 points, with a minimum of 20 points; the average NPS of the Internet industry is 0; the higher NPS of the SaaS industry is 65 points. Compare your NPS with your industry to know if your own NPS score is healthy. If you don't know your NPS score yet, you can use some convenient tools to initiate NPS surveys on your website, H5, applet, ios, and Android to job title email list get your NPS score. 3. What a Below Average NPS Score Reveals If your NPS is below the industry average, your performance may be underperforming. In addition to this, you will also be at risk of customer churn. What problems are revealed by low scores: Your team is under-resourced You keep your customers waiting too long Your customer support is not enough Your product or service is of poor quality
No matter which one of the above problems is, it may cause your performance to shrink, and even cause the enterprise to collapse. So when your NPS score is below average, how to improve it needs to be on the agenda. 4. How to improve your NPS score? You add a follow-up session after this NPS question, asking the customer: "What is affecting your score?", and you get valuable feedback from the customer to help you find the reason behind their score. Thereby developing solutions to improve your score. Here are 5 ideas for your reference: 1. Check your NPS score Do you have many detractors but few passives? Check your detractors for questions and any suggestions for improvement. You might have a chance to convert them into recommenders.