Net Promoter Score (NPS) Survey – A Guide to Understanding Customer Loyalty
The Net Promoter Score (NPS) survey is a tool used to measure customer loyalty and satisfaction. It is a simple and effective way to gauge how likely customers are to recommend a company to others. The survey asks customers to rate their likelihood of recommending a company on a scale of 0-10, with 0 being not at all likely and 10 being extremely likely.
The NPS score is calculated by subtracting the percentage of detractors (customers who rate the company 0-6) from the percentage of promoters (customers who rate the company 9-10). The result is a score between -100 and 100, with a higher score indicating a higher level of customer loyalty and satisfaction.
The NPS survey is often used by companies to identify areas for improvement and to track changes in customer loyalty over time. It can also be used to benchmark against competitors and to set goals for improving customer satisfaction.
Overall, the NPS survey is a valuable tool for understanding customer loyalty and satisfaction. By regularly measuring and tracking NPS scores, companies can make data-driven decisions to improve the customer experience and ultimately drive business growth.« Back to Glossary Index