NPS Promoter : Customers who have answered questions 9-10. These are loyal customers who are very likely to have recommended the brand and will continue to do so if their experience remains positive.
Passive NPS: These customers answer the question with a 7-8. Passives can become promoters in the future if their experience is improved, or on the contrary, they can switch to the competition.
NPS Detractor: These are customers who are unhappy with your service or product (score 0-6), and may switch to a competitor or even share their bad experience publicly online or directly with others.
Another example, the % of detractors is only 10 and the % of promoters is 60, then your NPS would be 50.
How to evaluate the NPS result
But the important thing is not only to get the NPS value, but to know how to interpret it. The higher the value, the better , but you should not only phone number list focus on the value of the calculation, but you should also get the maximum information possible to know how to best increase it.
Hence the importance of both including sault data more questions in the survey and having a customer service that is up to date with customer satisfaction and possible problems.
If you want to know more about customer satisfaction, we recommend some of our articles:
- Customer loyalty: What it is and the best strategies
- Customer Journey. How to create it + [Template]
Why is NPS important?
Measuring NPS and knowing how to act after to grab customer attentionIt analyzing it can be very beneficial for companies for several reasons:
Measure customer loyalty
NPS helps brands assess customer loyalty and the likelihood that they will recommend you to a friend. It also helps assess the likelihood that customers will churn – cancel their subscription or not purchase again, and look for a product or service from a different company.
If you want to attract and convert new customers , you should know that retaining and nurturing existing customers has an even higher ROI . Needless to say, identifying customers at risk of churn is a key aspect of making this possible, and measuring customer NPS over time helps businesses do just that.