Your Net Promoter Score can tell you how your customers feel about your organization over time. In this video, learn how to effectively use an NPS survey to gauge how your business is doing.
- Net Promoter Score or NPS … is a measurement of customer loyalty, … and it helps you understand … if your business is improving over time, … if the market is resonating, and so on. … Now, the key question you should be answering monthly is, … what is your NPS? … And here's how it works. … You simply ask the question, … how likely are you to recommend this product or company … to a friend or a colleague, … followed by a scale from one to 10? … And this one question about a customer's willingness … to recommend the product or service … will reveal their true loyalty. … And based on the score, … a customer will fall into one of three groups: … promoter, passive, or detractor. … A promoter scores a nine or a 10. … They are huge fans of the product or service … and they will go out of their way to advocate for it. … A response of seven or eight means the customer is passive. … They probably liked what you had to offer, … but there was no wow factor. … A passive customer … isn't likely to steer others away from your company, …
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