NPS sorts your customers into three categories: Promoters (score 9-10), Passives (score 7-8), and Detractors (score 0-6).
NPS score is calculated using this formula:
NPS = %Promoters - %Detractors
NPS measures the loyalty that exists between your company and your customers. Promoters generate higher margins and annual spending than Detractors do.
Detractors complain more frequently and consume more service resources. Achieve higher profit by turning Detractors into Promoters.
Follow up with customers who are willing to share their thoughts with you and instantly respond to their concerns or issues.
“Without trust, there can be no loyalty - and without loyalty, there can be no true growth.”Fred Reichheld
The Ultimate Question
Create a list of contacts you wish to address in your NPS campaign.
Prepare your survey and campaign and send it to your contacts.
Receive NPS scores and feedback from your customers. Find out who is a Promoter, and who is a Detractor.
Quickly respond to your unhappy customers’ feedback and make them happy again!