Education is a necessity in this present world and every student is in a rat race to be the best. With such gruesome competition, the parents always wish for their kids to be able to learn more than their peers. This need has given rise to many coaching classes which helps their kid to have an edge over others. While many coaching classes are providing the best facilities for their students, the parents have a difficult job of selecting the right one.
In these scenarios, the only reliable source they believe in is the words of the parents with kids in those coaching classes. Many consider word of mouth to be the most effective way of marketing, however, recommendations from their friends and family take the cake. It has the reach of a whopping 92%, which is clearly greater than any other means of marketing. Due to this, the coaching classes need to have a proper knowledge of how the parents view their services. The Net Promoter Score is by far the most accurate method to help them introspect their programs and services.
What is NPS?
The Net Promoter Score or NPS as it is generally known is a simple, effective and inexpensive way to know how well your services delight the parents, who in this case are your customers. The NPS is based on a simple survey, and the important question asked is:
On a scale from zero to ten, with ten being the highest, how likely are you to recommend ________________ to a friend or a colleague?
It helps to measure the likelihood, on a scale of 1-10, of a parent recommending your coaching classes to their friends and other parents who inquire about your services.
The use of NPS helps us determine 2 main factors related to our customers, customer satisfaction and customer loyalty. In order, for our coaching classes to be considered the best among the best, both these factors need to be on the positive rise. Here is a sample NPS survey template which can be used by coaching classes.
How does it work?
Based on the response, the parent can be classified into 3 categories:
- Promoters: According to the inventor of NPS, Fred Reichheld, the rating of 9 or 10 is a sign of satisfaction to the services. Such parents are really happy with the way their child is taught and are most likely to recommend you to their friends and family. They are more involved with all the decisions made by you and are your loyal customers.
- Passives: The parents whose response is 7 or 8, are considered to be Passives. This indicates their belief in getting the worth for the money they paid to the tuition class. However, unlike Promoters, they are not too eager to refer and promote your coaching classes. They can also be known as passively satisfied customers. However, it cannot be said that they never make referrals or recommend your services. In fact, even the passives are considered to be recommending your services but, less enthusiastic than promoters.
- Detractors: The parents with the response in the range of 0-6, according to Reichheld are, “People who are unhappy and dissatisfied with your services. They are dismayed and disheartened by the way they were treated.” These are considered as the unhappy bunch and they are most unlikely to recommend your coaching classes to anyone.
The goal of any organization must be to have a higher number of Promoters. A high number of Promoters indicates a highly loyal group of parents ready to recommend you. The key aspect of knowing these values is to convert the Detractors and Passives into Promoters.
The Net Promoter Score is calculated as:
Net Promoter Score (NPS)= %Promoters – %Detractors
This score will help you determine the possibility of a positive word of your coaching classes.
How can NPS be helpful?
The result of the NPS can help you focus on growing and developing relations between you and the parents. By making them an active part of your decision making, you are making them feel involved with how their children will be educated. This gives them a sense of ownership.
The process and methods of education are ever evolving. This score will help you to act as a feedback system and help you work on more new aspects which the parents may be looking for.
The score of NPS will help you ask the most important questions to yourself.
What is missing? What can we do to make the education process better?
By asking yourself these questions, you will be able to develop your coaching classes further. Introduction of new methods, new technologies, and many more inputs can come through with NPS. This gives a small push to your customers to jump into the ranks of Promoters. A constant feedback system ensures that your coaching classes are up to the growing standards as expected by the parents. This not only helps you grow but in the process helps you in accumulating more trust and belief for the parents.
In the end, the need for NPS is evident for all the coaching classes. The NPS can be considered as a way to make the best out of the customer loyalty and help you to promote your coaching classes. Classpro uses NPS score to help the coaching classes understand the areas of improvement. Since the score is a form of customer feedback, we aim in helping you scope out future opportunities for your coaching classes. There are multiple platforms which offer the template for NPS survey. Survey platforms like Woofoo and SurveyMonkey, are the most chosen platforms due to the ease of work, easy customization options and fast result generation along with a free-plan. So, try the NPS survey right away and enjoy the multiple opportunities it opens for your coaching classes.
So what do you think about NPS score?
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