NPS is a customer loyalty and satisfaction benchmark that asks one simple question:
“How likely are you to recommend our company/product/service to a friend or colleague?”
Customers respond on a scale of 0 to 10, and based on their rating, they are categorised into three groups:
Promoters (9-10) – Loyal customers who actively recommend your brand and drive growth.
Passives (7-8) – Satisfied customers who may not be loyal enough to advocate for your brand.
Detractors (0-6) – Unhappy customers who may share negative feedback or switch to competitors.
Your NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, giving you a clear picture of overall customer sentiment.
We send out the NPS survey via email, SMS, online platforms, or in-store interactions to capture customer feedback.
Responses are collected, and your NPS score is calculated based on the percentage of Promoters and Detractors.
We analyse responses to identify recurring themes, strengths, and areas needing attention.
Use NPS insights to refine customer service strategies, enhance product offerings, and drive loyalty.
NPS is more than just a number—it’s a powerful tool for understanding customer perceptions and strengthening your brand. By acting on NPS insights, you can improve customer satisfaction, boost retention, and fuel business growth.
Need to chat to us? Give us a call at our closest office.
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