The Net Promoter Score is a metric which measures how loyal your customers are. Introduced in the Harvard Business Review, it has become extremely popular, with over two thirds of Fortune 1000 companies adopting it.
Customers are sent a quick and easy survey that asks them how likely they are to recommend your brand to others and why. The feedback you receive pinpoints customers at risk of leaving (detractors) and those who are loyal fans (promoters).
Knowing where the gaps lie in your customer experience, you can focus on improving and reducing churn. You’ll create more brand advocates (promoters) and improve your Net Promoter Score.
This is good news - promoters account for 80% of referrals to your business. Promoters are also far more likely to increase purchases over time so have a higher customer lifetime value
Surveys are optimised for email and customers can complete them directly from their email - no lengthy downloads are necessary.
Unlike other customer satisfaction surveys, response rates with NPS are high - between 40-60%.
We’ll work with you as closely as you need to ensure you and your team are getting the most value from NPS.