Unlocking Customer Insights with NPS

In any industry, the key to success lies in customer satisfaction. At Buymedia, we recently embarked on a journey to understand our clients' satisfaction levels through a Net Promoter Score (NPS) survey. The results not only provided valuable insights but also showcased an exceptional NPS score of 77, reflecting our clients' overwhelming positivity towards our platform.

Understanding NPS:

Net Promoter Score (NPS) serves as a compass for measuring customer loyalty and satisfaction. It revolves around a simple yet powerful question: "On a scale of 0-10, how likely are you to recommend Buymedia to a co-worker or colleague?" Based on their responses, customers are categorised into three groups: detractors (0-6), passives (7-8), and promoters(9-10). Promoters are typically loyal and enthusiastic customers, whereas detractors are customers who have had a negative experience. An overall positive score indicates that your business has more customers with a positive experience than those who have had a negative experience. Passives are customers who are satisfied but are not happy enough to be considered promoters; these scores don’t affect the overall NPS.

Our high NPS of 77 underscores the significant portion of enthusiastic promoters within our client base.

Exceeding Industry Standards:

The average score for digital marketing agencies is typically around 61 and the average score for SaaS companies similar to Buymedia is around 27, according to Satmetrix’s 2023 NPS benchmarks report. Our score signifies a remarkable level of client satisfaction and loyalty.

Insights & Recommendations:

What sets our NPS survey apart is not just the score but the invaluable recommendations provided by our clients. Their feedback serves as a compass guiding us towards improvement and innovation. Among the key recommendations highlighted were:

1. Automated Reminders: Enhancing Efficiency and Engagement            

The recommendation of including automated reminders and emails was an important point recommended by some of the respondents. Our IT team is diligently working on providing clients with these features such as automated reminders for completing ad briefs and email notifications for unread messages and approaching ad copy deadlines. These enhancements aim to elevate user engagement and efficiency on our platform.

2. Elevating Post-Campaign Analysis: Empowering Informed Decision-Making

Even though our post-campaign analysis is already robust, we understand the importance of continually enriching it to provide our clients with deeper insights. Highlighted by our clients, this recommendation underscores our commitment to refining our analytical capabilities. Post-campaign analysis stands as a cornerstone of any media campaign, enabling us to glean crucial insights from campaign data. Our goal is to go beyond conventional reporting and deliver even more comprehensive analyses. By empowering our clients with nuanced insights, we equip them to make even more informed decisions in their future advertising endeavours. 

Client Testimonials:

In addition to constructive feedback, we were delighted to receive glowing testimonials from our clients, reaffirming the value they find in using Buymedia:

‘Working with Buymedia has been a hugely positive experience’

‘Buymedia leverages data and insights to craft media plans that deliver exceptional results’

‘I think it’s a really great product and powerful platform’

‘Buymedia identifies the most effective channels, secures the best pricing, and constantly optimises campaigns for maximum efficiency and return’

Closing the Feedback Loop:

At Buymedia, listening to our clients is not just a practice but a commitment. By closing the feedback loop, we ensure that every suggestion is heard and acted upon. Whether it involves refining existing processes or introducing new features, our aim is to continuously enhance our platform to deliver the best possible experience for our clients.