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January 2020
4 Min read
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What is Net Promoter Score

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Net Promoter Score Definition

In simple words, net promoter score (NPS) is a metric aimed at measuring the level of customer’s loyalty to the brand, company, product or service. How does net promoter score work?

The customers of your business are to specify how strong or weak their desire is to recommend you to other people. This inner willingness is measured on the scale between zero and ten. The more consumers appreciate your activities, the higher the final score will be.

NPS helps measuring customer satisfaction level and their loyalty to the brand. In this perspective, this survey is an example of how to get to know more data about your services. It can be used for improving your activities in the future.


Net Promoter Score Survey Methodology

All respondents are subdivided into three groups. These categories define customer satisfaction survey net promoter score. By this statement we mean that the higher NPS is, the more brand followers you have. An employee can check NPS examples on his own or as a part of cooperative task.

Depending on the ratings given, there are three categories of consumers:

  • Detractors assess organization’s skills between zero and six. They are anatomists of your brand and followers of your competitors.
  • Neutrals evaluate their desire to recommend you from seven to eight. In this case, there is no guarantee that consumers of this category will stay with you forever after.
  • People who are give from nine to ten points are promoters of your brand. They do not hesitate to communicate with managers or call center and give full feedback to the company. Moreover, they are most patient to your mistakes in comparison with other categories.

How to Improve Your Net Promoter Score

Even though NPS is a simple way to get feedback from consumers, this index is often criticized. Some consider it is not really effective as for B2B benchmarks. In this perspective, NPS for B2C benchmark is also not the best choice. Others think that the correlation between indicators of questionnaires and company’s development dynamics do not show the full perspective of consumers’ behavior and attitude.

NPS calculator

If you are eager to know how you can improve your NPS, then services provided by Scheduling Worldwide group are exactly what you are looking for. For those who are interested in fast and easy way to analyze cooperation within your organization and how well you are when dealing with visitors, as well as to find out the ways to improve net promoter score, do not hesitate to click here.

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