Transactional Net Promoter Score (tNPS)

What's a Transactional Net Promoter Score (tNPS)?

The Transactional Net Promoter Score (TNPS) is metric companies use to assess customer satisfaction and loyalty after a specific interaction with their brand. The idea is to understand how the customer felt after a particular transaction or interaction and how likely they are to recommend you to their friends and family. The scale used to measure TNPS ranges from 0 to 10, and customers are classified into three categories: promoters, passives, and detractors. A high TNPS suggests that customers are satisfied and more likely to recommend the brand, while a low TNPS indicates areas for improvement in the customer experience.

What's the difference between NPS and tNPS?

Net Promoter Score (NPS) is a metric used to measure overall customer loyalty to a brand. At the same time, Transactional Net Promoter Score (tNPS) focuses on a specific transaction or interaction with the brand.

The NPS is obtained by asking a single question about the customers' willingness to recommend the brand to friends and family; the tNPS focuses on the same question but applies to a specific interaction or transaction.

Therefore, the tNPS is a more accurate measure of customer satisfaction and loyalty after a specific interaction, allowing companies to identify areas for improvement and take concrete steps to improve the customer experience.

On the other hand, NPS provides an overview of customer satisfaction with the brand.

In summary, tNPS and NPS are two valuable metrics used in customer service to measure customer loyalty and overall satisfaction. They differ mainly in focusing on a specific interaction or the overall relationship with the brand.

How to implement tNPS?

Implement a tNPS in your company can be valuable in measuring customer satisfaction and improving the overall experience. 

Some steps you can take to implement tNPS in your business:

1.- Identify the specific interactions or transactions you want to assess: Decide which transactions or interactions you want to evaluate and ensure they are relevant to your business. 

For example, if you have an online shop, you could assess customer satisfaction after a purchase or after receiving online chat support.

2.- Design your tNPS question: Design a simple question that refers to the specific interaction you are evaluating, and that can be answered on a scale of 0 to 10. 

For example, "How likely are you to recommend our brand after this interaction? It is also important to ensure the question is straightforward and easy for customers to understand.

It is helpful to ask, "Why did you give us this rating", so you can capture valuable insights for the company.

3.- Set up your follow-up process: Decide how and when the tNPS survey will be conducted, whether immediately after the interaction or whether you will wait a few days to give the customer time to reflect. 

It is also essential to decide how the survey will be conducted, whether via email, text message, or online survey.

4.- Classify your results into three categories: 

Promoters, passives, and detractors. 

Promoters are those who respond with a score of 9 or 10, passives are those who respond with a score of 7 or 8, and detractors are those who respond with a score of 0 to 6.

5.- Analyze the results: Analyse the results and use the information to identify areas for improvement and take concrete steps to improve the customer experience in future interactions.

Deep Talk is helpful here to understand additional open-ended questions that you ask on a scale of 0 to 10.

Also, in Deep Talk, you can select tNPS as metadata when uploading your data so you can filter and navigate the sentiment of your customers, topics, and categories by tNP

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