What is the Net Promoter Score (NPS)?
Net Promoter Score is a renowned tool used by organizations to determine the customer satisfaction level that their products or services provide to them. The organizations use this tool to determine the level that the customers are willing to recommend their goods or services to other people.
This tool was introduced with the motive to determine the organization’s performance, along with measuring the customers’ loyalty and satisfaction level.
How Net Promoter Score (NPS) Is Measured-
NPS is calculated based on the customer’s responses. Customers answer the questions on a scale within 1 to 10 ( where 10 is “extremely likely” and 0 is “extremely unlikely”. Based on the responses, customers are divided into categories as Promoters(score 9-10), Passives(score 7-8), or Detractors(score 0-6).
Reasons to measure Net Promoter Score
There are several tools used by organizations to check the performance of their goods and services, but the Net Promoter Score is the best tool to assess the same because of the following reasons:
1. It aligns your team– The first reason is that it helps the organizations in aligning their teams to build and expand their business in a positive manner. Setting a goal is an important task to keep the employees motivated for completing all the activities effectively and efficiently. This NPS tool enables the organization to make their employees set a target to increase their Net Promoter score and lead the customers to recommend their goods and services to their friends, relatives, and other people.
2. It measures customer loyalty– Another reason is that it helps the organizations in measuring their customer loyalty towards the organizations’ goods and services. By using this NPS tool, the employees can check the satisfaction level and the likelihood of their customers recommending the organization’s goods and services to other people.
3. It identifies areas of product improvement– Change in the products and services provided by the organizations, is the crucial task to be performed to meet the demand of their customers and increasing their satisfaction level. The NPS tool enables the organizations to gather their customers’ feedback regarding the goods and services provided and make improvements in the goods and services according to the needs of the customers.
We all want to improve our customer experience. Surveys can help organizations to gather more customer responses. Companies attract customers to fill their surveys by offering Get Paid and Earn Rewards.