How likely are your customers to recommend your business to others? Find out now with a net promoter score!
The net promoter score is a management tool used to gauge a company’s customer loyalty. The metric was developed by Satmetrix Systems, Inc., Bain & Company and Fred Reichheld. A net promoter score is a simple and quick method for businesses to measure the loyalty that exists between the customer and a company or product. On a scale of 0 (very unlikely) to 10 (very likely), the customer determines how likely he or she would recommend your business to others.
The results of the questionnaire reveal:
- how many customers you have, who would tend to criticize your business
- how many passive customers you have, who don’t have any opinion on your business or who don’t really care
- how many customers would advocate your business
Use the results of your NPS to make improvements
It is advisable to regularly or continuously measure your NPS and appropriately analyze the results. This ensures that you are always aware of any sudden changes in customer loyalty. The analysis is displayed in the form of diagrams and trends which illustrate any changes in a transparent and comprehensible manner. It is also useful to ask your respondents to leave their email address as well as a short note in the comment box. This means you can contact your critics once they’ve completed the questionnaire and ask them to provide you with more detail as to what made them unhappy or why they have a negative impression about your company. On the other hand, you can ask promoters for their permission to use their positive feedback in your marketing campaigns. You’ll notice that most of your fans won’t have a problem with it!
Measure your net promoter score with Feedbackstr
Of course you can also measure your net promoter score using Feedbackstr – as always, the results are displayed in real time. Simply choose the question type “NPS” (special questions – see screenshot) and within a couple of minutes, you’re ready to start measuring your customer loyalty and customer satisfaction.
Do you want to get started right away and create your questionnaire to measure your net promoter score?
Click here to start measuring the net promoter score for your company.
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Improve customer loyalty in your company, using a net promoter score and Feedbackstr’s questionnaire templates.
author: Niels Delater