Thursday, March 12, 2015
Net Promoter Score - A tool to integrate into your satisfaction survey
Every company knows that its success depends to a large extent on customer satisfaction. Indeed, there's an undeniable link between a company's growth and the level of customer satisfaction.
Measuring the latter must therefore be an integral part of every company's strategic project, in order to know how customers perceive the level of satisfaction of their requirements, and where service improvements can be made.
Numerous tools and methods for measuring customer satisfaction can be deployed to build a sustainable strategic plan. SatisFactory, thefeedback management expert, explains the principle behind the Net Promoter Score tool and how it can be integrated into customer satisfaction measurement.
How does Net Promoter Score work?
The Net Promoter Score or NPS is a tool forevaluating customer satisfaction and loyalty. The NPS is based on the principle that every customer of a company can be divided into 3 categories: "promoters", "passives" and "detractors".
By asking a simple question, it is possible to divide customers into these 3 categories: "How likely is it that this customer will recommend your company to a friend, colleague or family member?
Customers answer this question on a scale of 0 to 10:
- From 0 to 6, these are the "detractors", or dissatisfied customers who may give your brand a negative image. This is the group to monitor to prevent damage to a brand's reputation.
- From 7 to 8, these are the "passives": customers who are satisfied, but less enthusiastic about the brand, and potentially more vulnerable to a competitor's offer.
- From 9 to 10, they are the "promoters", loyal customers who do not hesitate to recommend the brand to their friends or colleagues, and who therefore play an important role in a company's growth.
To calculate NPS, simply take the percentage of customers who are "promoters" and subtract it from the percentage of "detractors".
Why and how can you integrate the Net Promoter Score into your customer satisfaction survey?
Companies that achieve profitable growth over the long term have a Net Promoter Score twice as high as the average company. This makes it a particularly powerful indicator for measuring customer satisfaction and helping companies achieve sustainable growth.
The Net Promoter Score tool can be integrated into any customer satisfaction strategy with Satisfactory.
Satisfactory, thefeedback management expert, can help you implement a customer satisfaction strategy.
Don't hesitate to contact us to find out about oursatisfaction survey offers.
