Net Promoter Score, or NPS, is a management tool that businesses use to measure customer loyalty. In this process, a survey is sent out to all customers with the following question: “On a scale from 1 to 10, how likely are you to recommend our brand to a friend or colleague?”. Net Promoter Score is calculated based on the answers to that question.
First, you’ll need to create a Net Promoter Score survey, which you’ll want as many customers to fill out. Once your answers are in, subtract the percentage of “detractors” (people who gave a score of 6 or lower) from the percentage of “promoters” (people who gave a score of 9 or 10). This number will be your NPS.Take a look out our Net Promoter Score Guide to learn more.
Some businesses like to include follow-up questions in their NPS survey. For instance, they may ask customers to elaborate on the reason for their score. They may also ask for demographic information, such as their age, gender, and industry. All of these variables will come in handy when evaluating customer loyalty. Therefore, it’s helpful to keep a friendly tone when asking for additional information, so your respondents feel comfortable giving it to you.
Yes! You can make use of the web’s best tools to better understand your brand’s customer loyalty. Connecting your NPS survey with apps such as Google Sheets, Slack, Zendesk or MailChimp will help you calculate your score more efficiently, and in real time. This will give you more time to concentrate on making more of your customers happy promoters.