NPS is calculated by subtracting the percentage of customers who gave a rating of 0-6 (referred to as “detractors”) from the percentage of customers who gave a rating of 9-10 (referred to as “promoters”). Answers 7 and 8 are considered neutral and are not taken into account in the calculation. For example, if 60% of respondents are Promoters and 10% Detractors, the NPS will be 50. A high score means customers are overall satisfied and loyal to the business.
By proposing a “Net Promoter Score” question to your consumers, you will follow the evolution of performance and take the necessary measures to improve customer satisfaction.
What are the business apps
The NPS is a very popular tool for companies that want to understand if their products or services meet consumer expectations. It is particularly useful for small and medium-sized companies that do not have the means to conduct more complex satisfaction surveys . Some companies use this metric only to measure overall customer satisfaction and loyalty. Other organizations use it to get feedback and suggestions from their buyers.
It is necessary to use a solution member Italy Phone Number List of the Net Promoter System. The Drag’n Survey software is one of the tools, members of the international association NPS. By using this type of tool, it is possible to integrate an NPS question into a questionnaire. The results analysis interface is responsible for automatically processing the collected data.
What type of solution allows the use of the Net Promoter
Also, this indicator can be misinterpret. It is possible that the results are analyze in a way that is not necessarily representative of the actual opinion of customers. Finally, if the NPS question is not follow by an open-ended question, it becomes impossible UK Email Database to take into account customer comments, which are essential to undersea their opinions on the company’s products or services. If . Let me add that the NPS helps bring the voice of the customer into your business.