Net Promoter Score®

NPS®: the one metric you need to knowNet Promoter Score

Is your firm’s revenue stagnant? Are your customers slow to buy more? Is market pressure causing customers to jump ship? Are positive referrals non-existent?

Are you glumly nodding your head in agreement?

Standing by and watching customers defecting to competitors or refusing to spend more money is enough to make you tear your hair out – but there’s a management tool that can be used to gauge and improve the loyalty of your firm’s customer relationships …

Net Promoter Score®.

By knowing your Net Promoter Score® (NPS), you can drive customer loyalty, encourage customers to buy more, and understand if customers are likely to recommend you … all from within the Questback platform.

The benefits of Questback-powered NPS® software

Using Questback-powered NPS® software gives you the tools you need to squeeze every drop from your data, which means you can:

  • Quickly calculate your Net Promoter Score® and collect NPS® data in real time
  • Engage in follow-up dialogue with detractors, passives and promoters
  • Track progress of survey respondents over time
  • Alerts to reply to customers who respond negatively
  • Close the loop with detractors or passives and work to solve issues
  • Continually track results to discover loyalty drivers and compare/benchmark against industry and competitor scores

The importance of NPS®

Net Promoter Score® is the result of the following question: “How likely is it that you would recommend [xxx] to a friend or colleague?”

Based on a 0-10 scale, respondents are classified as:

  • 0-6 = “Detractors”
  • 7-8 = “Passives”
  • 9-10 = “Promoters”

Your NPS® is calculated by deducting the percentage of respondents labelled “Detractors” from the percentage of respondents labelled “Promoters.”

To put it simply, the higher your Net Promoter Score®, the better chance your business stands of profitable growth in the long term.

For more information about what an increased Net Promoter Score® can do to accelerate your firm’s revenue growth, please request your free demonstration or get in touch with a member of the Precision Feedback team – we’re always happy to help.


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