The Net Promoter Score (NPS) is a management tool and customer loyalty metric used by businesses to measure customer satisfaction and gauge their likelihood to recommend the company’s products or services to others. It was introduced by Fred Reichheld in 2003 through a Harvard Business Review article called “The One Number You Need to Grow.”
The NPS system revolves around a single question typically asked in customer surveys:
“On a scale of 0 to 10, how likely are you to recommend our product/service/company to a friend or colleague?”
Based on the responses to this question, customers are categorized into three groups:
- Promoters (score 9-10): These are highly satisfied and loyal customers who are likely to recommend your business to others. They contribute positively to your company’s growth.
- Passives (score 7-8): These customers are satisfied with your products or services, but they are not enthusiastic enough to actively promote your business. They are neutral in their impact.
- Detractors (score 0-6): These customers are dissatisfied and may even be vocal about their negative experiences. They can harm your brand through negative word-of-mouth.
To calculate the NPS, subtract the percentage of detractors from the percentage of promoters. The score can range from -100 to +100. A positive NPS indicates more promoters, while a negative NPS means there are more detractors than promoters.
Why Choose Us?
Net Promoter Score metrics have been used around the globe by countless different companies for many years as one of the measures of (CEM) Customer Experience Management.
Here at Secret Customer Australia, we have our own bespoke software that can help you create, manage and report on your NPS scores from hundreds of touchpoints within your business.
You can upload historical results you may have collected previously and seamlessly integrate results from your mystery shopping program as well as external and internal NPS surveys.
How Can I Use it?
One of the new features our online CX portal is our NPS Management Software. You can use this new function to not only collect NPS data from your mystery shopping program, but you can also produce a myriad of other NPS questions that you can use to survey your real customers from around the venue and at different points during their customer journey.
Each NPS survey comes with its own unique QR code, embed code and URL, so you can send URL links to your existing and past customers or produce different NPS surveys and have your customers access them via the QR code. For instance, you could have a QR code on your receipt or invoices, posters around the venue, promotional flyers… the possibilities are endless!