How to increase your coworking space's NPS score? (Net Promoter Score)
Updated: Sep 16, 2019
Churn is something which plays a vital role in determining your company’s growth. Members often leave due to various reasons. Well you can’t control things like they moving to a different city etc. but you can still do a lot of things to keep them happy and continue using your space.
1. Hospitality : Easily the most important factor. Hospitality is not just service but attention to detail, bringing in that personal touch. In the words of Maya Angelou
“ I've learned that people will forget what you said, people will forget what you did, but
people will never forget how you made them feel.”
This is one of the reasons why it’s also important to hire a great community manager. They are not just the face of the company but also the one that binds it all together. Who doesn’t like a happy smile ?
It’s the people who give the coworking space its own identity.
You do good, they feel good and they are more likely to recommend your space.
2. Collecting Feedback : Constantly listening to your members and see what they have to say about the space. 2 important things about feedbacks are
i) Asking the right questions : Questions like “ what is one thing you would like to change about the space ?” . Questions could also be direct asking them about their happiness with your internet speed. Right questions get you the right answers which can help you up your game
ii) Timing to ask the right questions : Spaces usually collect their feedbacks by sending survey forms etc. Although I believe the right time to get the most honest and genuine feedback is asking them in person. Be it near the water cooler or joining them during lunch hours.
3. Addressing issues : Solving their issues within a given timeline and being transparent about how you are solving the issue is the best way to assess a ticket.
Having a coworking software which helps you raise tickets and address them all while managing other aspects of the space is a just amazing.
CoworingOps.com is one such powerful coworking space management software.
Head over to their website to know more.
4. Events : Event is like the glue which binds all your community together. This the space where people network , grow, get to know each other. Sharing amazing things among them. Interactive and informative events helps members grow and also keeps them happy. Showing them value is sometimes what helps them stay and even recommend others to stay.