By Rezdy — 4 Jan 2019

Understanding the consumer perception of your tour and activity brand and knowing how your customers feel about their experience is critical to your tour company’s survival. Luckily, a simple NPS survey can unlock a treasure trove of data that you can use to improve your communication with your customers, your online presence and your tour products. So, what is an NPS survey and why create a NPS survey for your travel business?

The Net Promoter Score is one of the best ways to measure the customer experience at your tour and activity company. This year, you should launch an NPS survey to get the valuable data that you need about your brand.

What is the Net Promoter Score (NPS)?

The Net Promoter Score is a metric that is commonly used in businesses across all industries to identify the level of customer satisfaction within a business and also to identify growth potential for the business. The Net Promoter Score uses a 0-10 scale and categorizes respondents as promoters, passives or detractors. To determine the score, the percentage of detractors are subtracted from the percentage of promoters. The final score will fall on a scale of -100 to 100.

What key questions should be included in an NPS Survey?

The best part of the NPS survey is its simplicity. The Net Promoter Score is determined by asking survey respondents to answer one simple question: “How likely is it that you would recommend our brand to a friend or colleague?” Respondents have to answer the question on a scale of 0-10, with 0 being not likely at all to recommend and 10 being very likely to recommend your brand.

How to respond to positive feedback about your brand

In an NPS survey, you can ask your consumers to provide additional feedback if they wish. It is important that you understand how to respond to positive praise about your business. These tips can help you manage positive feedback:

  • Respond to the review in a personal and welcoming manner. Always use the customer’s name, if it is available.
  • Express your gratitude. You should say thank you for their feedback.
  • Offer a reward. You may want to provide them with a discount code to share with a friend as a way of saying thanks.

How to respond to negative feedback about your brand

No matter how spectacular your tour is, negative feedback is inevitable. Negative feedback can be more challenging to respond to. It’s only natural to take it personally when someone expresses their frustration or disappointment with your brand. Here’s the best ways to deal with negative feedback:

  • Acknowledge their feelings and frustrations. Never ignore, avoid or delete negative reviews.
  • Offer a solution that is visible and actionable. You are showcasing your customer service skills to other travelers.
  • Give them a way to reach out to you and discuss the situation further.

The online booking software at Rezdy allows you to create innovative surveys and e-mail campaigns that can be sent to your target market segments.

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