How much does NPS (Net Promoter Score) play a role in your business’s day-to-day activities? It could be the metric that is missing to ensure that your company’s Customer Experience is truly exceptional.
In such a demanding market australia telegram data that is increasingly focused on consumer satisfaction, not monitoring indicators related to the topic is too risky.
And you don’t need to run this risk due to lack of knowledge! That’s why today I’m going to show you everything about NPS and explain how to implement it to improve your Customer Success strategy .
Come with me!
What is NPS?
NPS is a metric used to measure customer satisfaction and loyalty towards a company, product or service.
This concept was created by they haven’t reached their full potential Fred Reichheld and published in two books, which I highly recommend:
- The Ultimate Question: Would you recommend us to a friend;
- The Ultimate Question 2.0: How Companies That Implement Net Promoter Score Thrive in a Customer-Centric World.
But I’m not here to recommend books, right?
Based on this response, customers are classified into three categories:
- Promoters (9 to 10) : extremely consumer data satisfied and loyal customers who are likely to recommend your company to others;
- Neutral (7 to 8) : satisfied customers, but not so enthusiastic as to recommend the company;
- Detractors (0 to 6) : dissatisfied customers who are likely to make negative comments about the company.
And don’t forget: although many materials on the Internet indicate that the NPS goes from 1 to 10, the correct value is 0 to 10!
I also think it’s important to say here that there are two main types of NPS : transactional and relational.
Transactional NPS is performed after each transaction or customer interaction, allowing for an immediate assessment of satisfaction.
The relational NPS is used to measure the customer’s general relationship with the company, and is applied quarterly or half-yearly.
The NPS calculation is done by subtracting the percentage of detractors from the percentage of promoters — and I’ll teach you how to calculate it correctly later on!