Ask your customers the crucial question to understand their experience with your brand! Net Promoter Score is based on customer feedback and reveals to you how your brand is perceived using one simple question.
We’ll describe what NPS is, how your customers' answers are grouped based on their feedback, how the score is calculated, and how knowing NPS advances your ability to build strong customer relationships.
This straightforward metric consists of a critical question, "How likely are you to recommend a company/product/service to someone else?!" with an answer on a scale from 0 to 10. The scores provided by customers are grouped to provide clear insight.
Answers are grouped into three types: Promoters (positive feedback), Passives (neutral feedback), and Detractors (negative feedback).
Promoters are those who scored interaction with your brand at 9 or 10, Passives scored you at 7 or 8, and Detractors are those who provided a score from 0 to 6.
Understanding how large each group is, gives you insight into how customers discuss your brand with their friends and families. Use this insight to predict whether your customer base will grow naturally by recommendations or whether there might be a challenge ahead to building relationships with your customers.
Promoters are your loyal customers who will recommend your brand to others, thus fueling your growth. Those are the kind of customers you want to attract and keep.
Passives are satisfied but unenthusiastic customers and susceptible to switching to the competition. Watch out for those.
Detractors are unhappy customers who will likely not come back but might as well damage your brand with negative feedback and be actively discouraging others from buying your products. Therefore, lowering the number of customers in this group is crucial!
How is the NPS score calculated? Net Promoter Score is calculated by subtracting the percentage of detractors from the percentage of promoters. The final digit ranges from -100 to +100.
By knowing the NPS, you can find and rectify issues that generate detractors and nurture actions earning you promoters. Understand what’s affecting customers’ responses and adjust your customer-facing processes to boost their satisfaction.
You can find the NPS metric in the "Analysis & Reporting" App under the "Net promoter score" item in the menu.
The first widget sums up all the responses done in absolute numbers and percentages and then groups them into three categories - Negative, Neutral, and Positive. An action icon in the right top corner of the widget enables a closer detail on each scoring: customer ID, the given score, timestamp, and to which action the score was assigned (i.e., customer support).
The second widget calculates the overall NPS score and visualizes it. You can also review the change in NPS score over time.
The NPS score is also filterable by a date range and users to view just their scoring or reset the settings with the action icons in the right top corner of the page.
Use the NPS in the "Analysis & Reporting" App and grow your relationships with customers today!