ad hoc market research, Clients' solutions
NPS Surveys
What is NPS?
The Net Promoter Score (NPS) is an indicator used to measure customer loyalty based on the level of recommendation. Measuring a brand’s NPS provides a reliable way to compare and standardize potential customer recommendation levels, allowing companies to take the necessary steps to address any situation that may be impacting their customer journey.
Determine your brand’s Lovers:
The Net Promoter Score measures the degree of potential customer recommendation, i.e. how willing our customers are to recommend our company/brand, which tells us the degree to which our customers are in love with our brand.
Easy to obtain:
You only need a question with a scale that is understandable to any type of audience, so it allows you to have a constant update of the indicator.
Clear and easy to understand:
It is a simple metric so it can be shared with various departments such as sales, customer service or even with general management, becoming a central indicator for the general strategy of the company.
It’s universal:
This recommendation awareness model is used worldwide, so it allows you to compare your performance with other brands or other categories anywhere.
Disadvantage:
Its only disadvantage is that it leaves out those customers who do not score us with an excellent even if they score us with an outstanding. This should be very clear from the beginning, what is measured is the degree of potential recommendation, not the degree of satisfaction, for which we must use other tools more suitable for this such as a CSI study.
What information does the NPS provide?
-
- The Net Promoter Score (NPS) allows you to identify three types of customers according to their level of satisfaction.
- Promoters: are those who are so satisfied that they would recommend your company, products or services to their family or friends.
- Passive: those who are satisfied but not surprised and are likely to abandon the brand or try new options.
- Detractors is the most at-risk segment of customers, as they are those who are not happy at all and may even speak negatively about your brand, causing others to create a harmful image.
The identification and sizing of these three customer segments allows us to generate strategies focused on maintaining or increasing the level of satisfaction, as it allows us to understand the pian points in the customer journey in order to improve them. NPS measurement is able to provide powerful and actionable recommendations
Comments are closed