Happy customers and clients are undoubtedly the most critical aspect of any business’s success. Without a steady flow of satisfied customers, no business can survive. Even if your business is a purely online e-commerce store, you still need good customer service and a frictionless customer experience to succeed.
The Net Promoter Score (NPS) is used throughout the world to gauge how satisfied or dissatisfied a customer/client is with the overall experience they’ve had with different companies.
Finding out your company’s NPS can be an effective way of seeing where you excel, where you’re falling short, and what the overall sentiment is regarding your brand.
Your Say Surveys can help you set up and run an ongoing NPS Survey for new, returning, and lapsed customers to fill out.
As noted, the NPS is used to gauge the broader sentiment customers or clients have about your company.
The final NPS score is made based on a formula of the percentage of promoters you have minus the percentage of detractors. This score is relayed on a scale of -100 to 100.
-100 would mean you only have detractors while a 100 would mean you only have promoters.
Generally, a positive score (anything above 0 on the final scale) is considered good. A score of 50 or above is excellent, and a score of 70 or above is world-class.
As it’s a formula that’s easy to calculate and adjust over time, the NPS is one of the most popular universal measurements of a business’s reputation.
Each question is based on a 0-10 scale, allowing customers to note how satisfied/dissatisfied they are or how likely/unlikely they are to recommend you. Each question is typically weighed as follows:
Given the NPS is all about gauging satisfaction and the likelihood that individuals would promote your brand to others, questions focus on various facets of the customer experience. As such, focus can be placed on questions such as:
Want to set up NPS Survey at your company? Get started by contacting us.
The Your Say team has decades of collective experience in helping companies improve their products, services, and operations through data-rich surveys, during better outcomes with their base of customers and clients.
Our NPS Survey and Online Reporting starts at
excluding GST.
We’ve helped hundreds of companies, just like yours future focus their businesses.
Why Your Say Surveys
