The Net Promoter Score (NPS) is a customer loyalty metric created by Fred Reichheld in 2003. This metric revolutionized survey models, making them shorter and more objective. Thus, it replaced the old survey methods.
Its simplicity and reliability have won over large companies like Apple, Mercado Livre, Amazon, Gol, Natura, Allianz, Electrolux, Hermes Pardini, and Monsanto, among others! Therefore, NPS can be used by any company, large or small.
How does it work?
To use it, simply send the customer the question “What is the likelihood that you would recommend our company/product/service to a friend or colleague?” for them to rate from 0 to 10 how likely they are to do so. Thus, the responses are divided into 3 categories:
Promoters: These respond with a 9 or 10. They are people satisfied with the product/service and very likely to engage in word-of-mouth marketing.
Passives: These respond with a 7 or 8. People in this category tend not to promote the company.
Detractors: These give a score from 0 to 6. They are dissatisfied customers who did not have a positive relationship with the company. They tend to harm the company's image.
Thus, promoters and detractors are what matter most for the loyalty metric. With the survey data, what matters is the difference between promoters and detractors, see:
NPS: (Promoters – Detractors)/100= % of respondents
Boost your sales
This simple survey is a realization of what your customers think and want; they are very useful insights for your business. Thus, you can identify patterns and behaviors that will serve as tools to provide what your customers really want.
A good company needs creativity, innovation, reliability, quality provision, and above all, to provide great experiences for its target audience. Combine this survey with your business model, use it to tailor your marketing strategy, and win more customers!