In order to remain competitive in today’s market, it is important for retailers to quantify their wins, or on the contrary, assess areas of improvement. One of the most important scores that helps retailers assess customer loyalty is the NPS score. While other industries might be able to quantify this score with the use of surveys, the retail world has to find other ways to track it.
In this article we’ll look at what is the NPS score, how to track and calculate it and how to leverage a clienteling app to assess and improve on this important retail KPI.
What is the NPS KPI?
Net Promoter Score (NPS) is a customer loyalty metric that measures how likely your clients are to make repeat purchases and recommend your brand to others, such as friends, family, or colleagues.
How to calculate NPS score using a clienteling software such as Salesfloor
Salesfloor allows retailers to track many metrics needed to assign an NPS score:
- Repeat purchases
- Average order value (AOV)
- Customer lifetime value (CLV)
- Customer reach out (SMS, chat, video call, email)
- Engagement metrics
These metrics will help retailers get a great overview on their customers’ level of engagement with the brand and assess the likeness of them making repeat purchases. They can help understand and assess if a particular customer is a promoter versus detractor.
Defining Customer Behavior Signals with Salesfloor to assess NPS score
Behavior | Signal Type | Interpretation |
Repeat purchases in < 6 months | Positive | Promoter |
High average spend | Positive | Promoter |
Referrals (shared with friends) | Very Positive | Promoter |
Single purchase, no repeat | Neutral/Weak | Passive |
Occasional responses to clienteling outreach | Neutral | Passive |
Complaints, returns, refunds | Negative | Detractor |
No engagement for 90+ days | Negative | Detractor |
How to leverage omnichannel clienteling tools to boost your NPS score
Improving your Net Promoter Score (NPS) starts with delivering personalized, seamless experiences across every touchpoint. Using omnichannel clienteling tools like Salesfloor, retailers can dramatically enhance customer satisfaction and loyalty, leading to higher NPS scores.
Two powerful features in Salesfloor drive this improvement. First, the platform enables retailers to automatically store individual customer data and build rich customer profiles. By understanding shopping habits and preferences, retailers can offer more personalized and relevant interactions. Second, the omnichannel capabilities of digital clienteling allow retailers to engage customers across multiple communication channels, opening new opportunities to influence behaviors that matter most for loyalty and satisfaction.
Boosting repeat purchases
One major behavior retailers can influence with omnichannel clienteling is boosting repeat purchases. Targeted communications, such as personalized emails, are proven to increase customer retention and repeat buying patterns. When automated at scale using strategies like 2-2-2 or 3-3-3, targeted outreach becomes even more effective. In a previous article, we explored how Salesfloor’s CRM emailing capabilities can help scale these personalized communications efficiently.
Boosting engagement
Another key advantage of omnichannel clienteling is boosting customer engagement. Adding Salesfloor’s Connect™ feature to a retailer’s website creates multiple opportunities for customers to initiate conversations, book online or in-store appointments, and interact with product experts. Each of these engagements provides valuable insights into customer needs and expectations. The information captured can be stored in profiles and used to fine-tune marketing and sales strategies, improving the overall customer experience and, ultimately, the NPS score.
Using Salesfloor to scale referral and create community influencers
Retailers can also use Salesfloor to scale referrals and create community influencers. Through digital storefronts—personalized web pages for sales associates—recommendations can reach wider audiences without sacrificing in-store attention. Research shows that customers are 49% more likely to purchase in non-luxury sectors when a salesperson recommends a product, and up to 70% more likely in luxury sectors, according to a McKinsey study. By extending the visibility of associates’ top product picks online, retailers can organically grow brand advocacy and community-driven influence.
By leveraging Salesfloor’s omnichannel clienteling tools, retailers have a unique opportunity to enhance customer relationships, drive meaningful engagement, boost repeat purchases, and ultimately lift their NPS score. Don’t hesitate to book a free demo with our clienteling experts to learn how.
