The final step in this process is to track the results.
As Stefan acknowledges, “The first and most important thing is to understand the data, use it as much as you can and connect it to other raw numbers you may find. Once you do that, you start to notice all the patterns, and from there it's actually quite easy to build an actionable plan of what needs to be solved to get your number higher. We pride ourselves on having one of the highest NPS in the industry: it has been constantly over 80, both for service and product, for over two years now.”
These high scores are possible because Taylor & Hart makes improving their NPS a top priority. They always know their monthly and quarterly NPS metrics, as well as the NPS for each individual consultant on their team. They then discuss and analyze their NPS findings at each weekly meeting.
By obsessing over their Net Promoter Score and the customers behind it, Taylor & Hart is able to really understand what their customers want and need, and predict the likelihood of each returning to buy more jewelry in the future.