Everything you need to know about NPS surveys: from concept to application
Customer orientation
When we want to prepare ourselves for making a big decision, for example, moving to a new apartment or changing our workplace, we usually do two important things: we consult Google and research about the subject, or the opinion of friends and We ask our family and ask them to give us their advice. Your customers value recommendations from friends and family tremendously, which is why you need to know about NPS surveys.
According to the global trust report based on advertising conducted by Nielsen, 83% of respondents said that they trust the recommendations of their friends and family more than any type of advertising.
Think for a few moments;
This statistic means tha telegram number listt even if you do everything right, from your logo to your blog posts to your marketing email headlines, a customer’s bad experience with your brand can cost you the whole lot.Businessbe finished Customers are much more likely to talk about a negative experience with your brand than a positive one.
Today, with the help of social networks,
your customers can quickly and with just one click, share their recommendations and, of course, their negative opinions with all the people they are in contact with. This makes gathering customer feedback and problem identification a faster process, which not only helps you avoid bad customer experiences;
Rather, it makes customers so happy that they recommend your brand to their friends and family. NPS survey is a tool that helps you in this situation:
NPS, abbreviated as Net Promoter Score, means the net promoter index or the net promoter index
What is an NPS survey?
NPS, abbreviated as Net Promoter Score, means the net promoter index or the net promoter index . Net Promoter Index is one of the criteriaCustomer satisfactionwith which you can increase the probability that a customer will recommend your brand to his friends;
measured It is common among companies to use NPS surveys to evaluate and improve customer loyalty.
NPS with other metrics likeCustomer Satisfaction Index ( CSAT )Or the Customer Experience Index (CES) is different because it measures a customer’s overall feelings about a brand rather than a customer’s perception of a single interaction or purchase.
NPS can also be used to collect employee opinions and understand their job satisfaction, and as a result,
try to improve the work environment and increase employee productivity.
There are two main types of NPS surveys that serve different purposes:
Transactional and relational NPS survey
Transactional NPS survey
It is used at regular intervals (for example,
once every three months or every year).
The goal is to periodically check customer reviews and understand how they feel about your brand overall.
Data from these surveys can be used to periodically review the health of customer relationships and as a measure of company success.
Communication NPS survey
It is sent to the customer during his interaction with the company; For example, during a purchase or after a customer calls support.
This survey is used to understand customer satisfaction at a granular level and to get feedback on a very specific topic.
In order to understand your customers’ sentiments 7 best coupon code plugins for shopify at both a general and a granular level,
it’s best to use both transactional and relational NPS surveys.
How to calculate Net Promoter Score or NPS
To calculate the Net Promoter Score, you must first conduct an NPS survey for your customers. The most common question for this survey is:
“On a scale of 1 to 10, how likely are you to recommend us to a friend?”
The answers to this question are divided into three categories:
Promoters: Customers who have given a score of 9 or 10. These people are loyal customers interested in your brand and continue to buy from you and thailand data help you grow by recommending your brand to others.
Passive customers:
customers who have given a score of 7 or 8. These people are satisfied with your brand but are not considered enthusiastic customers and are vulnerable to competitors’ offers.
Protesting customers: customers who gave 0 to 6 points. These people are your unsatisfied customers and they can damage your brand
and hinder your growth by expressing their negative opinions about the brand by word of mouth.
To calculate NPS, subtract the percentage of protesting customers from the percentage of promoters.