Net Promoter Score ®Survey
A smart way to understand your customers and enhance their experience.
What is an Online NPS Survey?
Want to find out whether customers are satisfied with your services or not? Calculate your brand’s reputation with a Net Promoter Score survey. They help you identify potential brand promoters, detractors and passives.
They consist of two parts. The first part is where you ask your customers to rate your services/product and the second part is an open-ended question for customers to share their suggestions.
The psychology behind Net Promoter Score is that a person who had a pleasant experience with a brand is most likely to recommend it to their friends and family. And such customers become your promoters. In the same way, there are customers who stay passive or detracted from the business. Hence, the Net Promoter score provides you with a clear picture of where your business is heading.
How to use NPS Effectively?
The origin methodology is based on a single question in terms of repurchase and referral. For example, for the question: “How likely is it that you would recommend our service to a friend or colleague?” The customer would answer by rating their service on a scale of 0 to 10. After evaluating their answers, you can bifurcate them as:
- Detractors (0–6):
These are unhappy customers. They might spread a negative image of your brand through word-of-mouth.
- Passives (7–8):
These are partially satisfied customers. But they are not the ones who would be recommending your services to others proactively.
- Promoters (9-10):
These are your loyal customers who keep coming back to you and referring your brand to others. Proactively.
Benefits of NPS Survey
Drives the Growth
Based on your NPS score, you can plan to send followups to your customers. Their feedback will help you in improving your services/products further.
Improved Customer Retention
NPS results help you to identify pain areas that make customers abandon the business. And accordingly, you can turn detractors into promoters.
After identifying the detractors, communicate with them. Based on their feedback, improve your services to earn a better NPS score for the next survey.
How Likely are you to be Recommended?
Survey Rocket is a Sugar and Suite CRM based exclusive CRM survey tool which helps you send surveys right from your CRM system. Set-up an NPS survey with our drag & drop survey builder in a matter of minutes. Our advanced detailed reports and filters make the hardest job of analyzing the surveys a cakewalk.
Engage smartly with your customers today!