What is NPS? It stands for Net Promoter Score. Learn what it means, what it can do for your business, how to get the data, and how to turn it into your score.
What is NPS? It stands for Net Promoter Score. Learn what it means, what it can do for your business, how to get the data, and how to turn it into your score.
What is Net Promoter Score?
Net Promoter Score was developed to measure customer loyalty. It indicates the likelihood that your current customers would recommend your product or service to people in their network.
Why should you measure your Net Promoter Score?
Net Promoter Scores are very effective at indicating customer loyalty (the likelihood that a customer will purchase from your company again).
It helps you identify which customers are at risk of churning. It also helps identify your promoters who are helpful for case studies and referrals.
This survey usually includes a follow up question that helps identify why customers are demoters or why they are promoters, which is equally as important.
Read everything you need to know about customer service metrics: http://blog.kayako.com/customer-support-metrics/
[Webinar] Survey and Net Promoter Score Best PracticesGainsight
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The document discusses survey best practices for measuring Net Promoter Score (NPS) and customer satisfaction. It covers planning surveys, designing effective survey questions, communicating surveys to customers, analyzing survey results, and taking action based on feedback. Implementing regular NPS surveys in Gainsight allows companies to trigger follow-ups for promoters, detractors, and passives to improve the customer experience. Analyzing NPS by customer segments provides insights to increase retention and identify upsell opportunities.
Net Promoter Score (NPS) - Measure Customer Satisfaction in 1 QuestionCheckMarket
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The Net Promoter Score (NPS) is a metric used to gauge customer satisfaction and loyalty. It is based on responses to a single question - "How likely are you to recommend our company/product/service to a friend or colleague?" Respondents are categorized as Promoters (score 9-10), Passives (score 7-8), or Detractors (score 0-6). The NPS is the percentage of Promoters minus the percentage of Detractors. While a simple metric, NPS provides insights when measured continuously over time. Companies should focus on converting Detractors to Passives and increasing Promoters to improve their NPS.
Enterprise Rent-A-Car is the largest car rental company in North America, with over 850,000 vehicles. It focuses on superior customer service, using customer satisfaction surveys and tying employee compensation to satisfaction scores. This customer-centric approach has helped it grow revenues to $9 billion while becoming the most satisfied rental car company. Though competitors like Hertz and Avis are larger globally, Enterprise stands out through neighborhood locations, home pick-up services, and focus on repeat local customers rather than air travel. It continues expanding internationally and into new markets while adapting new technologies to maintain excellent customer service.
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