Pioneered by Fred Reichheld, author of The Ultimate Question, the Net Promoter Score (NPS) question captures customer satisfaction and loyalty by asking customers how likely they are to refer people to your brand.
When you send NPS surveys at major milestones—like 90 days after they purchase or weeks before they renew—you can spot at-risk accounts and identify gaps in the customer experience.
Over time, Net Promoter Score programs encourage proactive account management and help reduce customer churn.
Customers rate their likelihood of referring a company on a scale of 0 (not at all likely) to 10 (extremely likely). Their responses place them in one of three categories: Detractors, Passives, or Promoters. These distinct groupings help companies manage customer relationships more effectively. A detractor may need some extra help with implementation, or a promoter might be willing to write a public review. With a holistic NPS program, companies can boost customer retention and improve their brand image along the way.
Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, so the final value can range anywhere from -100 to 100. With GetFeedback, you don’t need to mess around with spreadsheets to calculate Net Promoter Score. Your summary report automatically calculates and displays your score with a visual histogram.
In the age of the “connected customer,” company information is a couple clicks away. That includes customer reviews, social media posts, and other brand mentions around the web. Companies might devote ample resources to keeping their online reputation in check, but one public slip-up can put their entire brand at risk.
Customer health tools like the NPS survey help you capture customers’ opinions before they take to social media. By asking the right questions at the right time, you can resolve issues before they become brand disasters.
Intuitive design. Advanced analytics. Big-time insights. When you power your NPS program with GetFeedback, survey results come to life instantly.
With advanced filtering options, you can view Net Promoter Score by customer type, region, account age, and more—all in real time. Get to know your customers better.
Analytics dashboards give you an instant picture of key customer feedback. Track the survey results that matter most in one clean, customizable view.
Set up custom alerts for urgent feedback. Each time a customer response demands attention, your team gets an email notification so they can take action quickly.