What is the Net Promoter Score (NPS)?
Net Promoter Score (NPS) is a metric that measures customer loyalty by asking how likely customers are to recommend your brand to others. It’s a strong indicator of customer satisfaction and brand reputation, with higher scores reflecting a greater likelihood that customers will act as brand advocates.
How to Measure Net Promoter Score (NPS)?
NPS is measured by:
Customer Surveys: Customers are asked to rate on a scale of 0 to 10 how likely they are to recommend your brand to others.
Score Calculation: Subtract the percentage of detractors (those who rate 0-6) from the percentage of promoters (those who rate 9-10) to get your NPS.
Feedback Tools: Use tools like SurveyMonkey, Delighted, or NPS-specific platforms to automate the collection and calculation of NPS.
How to Improve Net Promoter Score (NPS)?
To improve NPS:
Enhance Customer Service: Provide exceptional customer support to turn detractors into promoters.
Solicit and Act on Feedback: Use the feedback from detractors and passives (those who rate 7-8) to make improvements that will increase their likelihood of recommending your brand.
Engage Promoters: Encourage promoters to share their positive experiences through reviews, testimonials, or social media.
Consistent Quality: Ensure that your products and services consistently deliver value to maintain high levels of customer satisfaction and loyalty.