Hello, this is Matsubara, CRM Evangelist.

"We're sending out NPS surveys, but the response rate is low, so we can't get a complete picture of all our customers."

"The person in charge thought, 'This customer must be satisfied,' but their NPS score was 5 (neutral)."

"Our NPS score is high, yet for some reason, we're seeing an increase in cancellations."

This is a phrase I hear repeatedly from companies that are working on customer satisfaction management.

NPS (Net Promoter Score) is a method of measuring customer loyalty with a single question: "Would you recommend this service to a friend?"
It is widely used around the world and is one of the important indicators of customer satisfaction.

However, there are problems that NPS alone cannot solve. NPS is an "evaluation based on the timing of customer responses," and it cannot capture daily changes in relationships in real time.

EMOROCO CRM Lite solves this problem by integrating NPS and emotional temperature management.
By incorporating both customer-centric evaluations (NPS) and daily observations by the staff (emotional temperature), a design can be created that most accurately captures the reality of the relationship with the customer.

NPS and emotional temperature: Differences and limitations of the two metrics

What is NPS?

Strengths of NPS:

The limitations of NPS:

What is emotional temperature?

The strengths of emotional temperature:

The limits of emotional temperature:

What becomes visible when the two are combined

By using both NPS and emotional temperature, four patterns emerge that would not be visible on their own.

Pattern 1: High NPS × Hot/Warm Emotional Temperature (Genuine, High-Value Customers)

The customer is satisfied, and their relationship with the representative is good. This is the perfect time to request a referral.
This allows for a more precise approach, such as "asking for an introduction knowing that the person is a recommender."

Pattern ②: High NPS × Cool/Cold Emotional Temperature (Caution advised)

Customers appreciate the service itself, but their relationship with the assigned representative has become strained.
A common scenario is when "the relationship soured after the person in charge changed, but there are no complaints about the service itself."
Leaving things as they are will cause the NPS to drop. This is a sign that you should prioritize building relationships after the change in personnel.

Pattern 3: Low NPS × Hot/Warm Emotional Temperature (Most Dangerous)

The person in charge feels that the relationship is good, but the customer themselves is dissatisfied with the service.
A divide is occurring where customers like the person in charge but are dissatisfied with the quality of service, price, and response speed.
This is a complaint that would never be noticed without NPS.

Pattern ④: Low NPS × Cool/Cold Emotional Temperature (Highest Risk)

Both the customer's own evaluation and the employee's evaluation are low. Cancellation is the most likely outcome.
The top priority is for management to handle the escalation.

NPS Integration Design in EMOROCO CRM Lite

Add a field

Designing a workflow for sending NPS surveys.

Workflow Design – 4 Approaches Driven by NPS and Emotional Temperature

Workflow ①: Immediate alerts for critic detection (most important)

Workflow ②: Detection of Pattern ③ (Most Dangerous Condition)

This workflow is the greatest value of integrated management.
By cross-referencing with NPS data, we can detect "service dissatisfaction" that would otherwise remain hidden if information management were handled solely by the person in charge.

Workflow ③: Designing the timing for requesting referrals from recommenders

The simple strategy of "asking customers with high NPS for referrals" becomes more effective when combined with emotional temperature data.

Workflow ④: Following up with customers who have not responded to the NPS.

Three strategies to increase NPS response rates

The biggest challenge with NPS is the low response rate.

Dashboard Design – NPS Management Screen for Monthly Review by Management

Summary: Integrate "customer feedback" and "sales representative observations."

While NPS is a powerful method for quantifying customer feedback, it alone cannot capture "the current state of the relationship."
Emotional temperature can capture daily changes in relationships, but it is subject to the subjective bias of the person in charge.

By integrating these two, we can see whether the customer's own evaluation and the representative's observations are consistent or divergent .

The most important thing is detecting pattern ③.
"The person in charge may think they are satisfied, but the customer is dissatisfied with the service"—without NPS, you will never realize this situation.

The integrated management of NPS and emotional temperature is a "three-axis management" system that further develops the two-axis design of CRM 4.0 (nurturing score x emotional temperature).

First, add an NPS field and start by entering the results of your most recent survey.

Click here for a 30-day free trial of EMOROCO CRM Lite.
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Product Info:https://www.emoroco.com/

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• A "two-axis matrix" of nurturing score and emotional temperature—gain a clear understanding of customer relationships through objective and subjective data.
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