Net Promoter Score: advantages and limits for measuring satisfaction
PUBLISHED ON JANUARY 11, 2023 BYAUTHOR AUDREY TIPSNO COMMENTS The Net Promoter Score (NPS) is a key performance indicator
used by many companies to measure the satisfaction and level of commitment of their customers. . It then becomes easier to adjust your strategy based on consumer feedback and feedback to deliver a better customer experience.
What is Net Promoter Score
What is Net Promoter Score? In 2003, Fred Reichheld
a partner at Bain & Company, created a new way to measure how well a company treats Japan Phone Number List its customers, employees… He called this metric the Net Promoter Score, or NPS. NPS is a measure of customer satisfaction and engagement based on a simple question such as: “ Would you recommend our company to a friend or colleague? ” Responses are scored on a scale of 0 to 10, then group into 3 categories:
How to calculate the Net Promoter Score
Promoters are those who give a rating of 9 to 10 , Neutrals assign a score of 7 to 8 , Detractors rate from 0 to 6 . The NPS is a very useful indicator UK Email Database for companies. Indeed, it allows to measure the level of customer satisfaction. It is used to identify the strengths and weaknesses of a company and to better understand the needs of its buyers.
. By analyzing this qualitative data, you can take corrective actions to improve and provide a better customer experience.
