Consumer Engagement

The NPS as a tool for measuring customer loyalty

What lies behind the NPS?

The Net Promoter Score (NPS) is an instrument for measuring the loyalty of your customers towards your company and is often used in the field of marketing. This KPI measures the loyalty of customers with just one question by asking them about their willingness to recommend the company to acquaintances or friends:

"Would you recommend our company to friends or acquaintances?"
Frequently, a free text field is appended to the NPS question to determine strengths and weaknesses. Depending on the answers your participants are divided into three categories, the NPS is calculated from the percentage of promoters minus the percentage of detractors. Thus a so-called score is calculated, which lies between -100 and +100. In general, the rule applies: The higher your Net Promoter Score, the higher the loyalty of your customers.

Use a standardized survey to determine the loyalty of your customers.

What distinguishes Promoters from Detractors and Passives?

In open end questions, Promoters and Passives very often leave a similar level of positive remarks concerning a particular subject. However, there often are huge differences regarding the negative remarks of the two groups.

With the help of our automated text analysis tool via artificial intelligence (AI) you can find out where the significant differences lie and get an overview at which touchpoints you should make optimizations.

Advantages

Automatically identify key drivers of customer loyalty

Respond to customer feedback at the point of sale

Reduce the churn rate of your customers

Generate insights across all touchpoints

NPS Benchmark

Keep an eye on the development of your NPS and thus on your customers' loyalty. However, equally important is the implementation of measures based on the NPS scores you have collected across all your departments such as After Sales Service or Support. Ideally, you can now benchmark your own NPS scores with the scores of your competitors. Benchmarking should be a continuous comparative analysis with your most important competitors. The aim is to identify and close any performance gaps that may occur.

Use our templates to add relevant questions to your NPS survey.

Customer Service Evaluation

Improve the performance of your customer service while continuously measuring the right KPIs.

Customer Experience

Customer experience is crutial for the success of your business, whether you are a CX professional or not.

Customer Service Evaluation

Improve the performance of your customer service while continuously measuring the right KPIs.

Customer Experience

Customer experience is crutial for the success of your business, whether you are a CX professional or not.

Customer Satisfaction Survey

Close the gap between customer expectations and reality with customer feedback management.

Customer Centricity

Focus on your customers with feedback management and make your products more successful.

Customer Satisfaction Survey

Close the gap between customer expectations and reality with customer feedback management.

Customer Centricity

Focus on your customers through feedback management to make your products more successful.

Customer Satisfaction Survey

Close the gap between customer expectations and reality with customer feedback management.

Customer Centricity

Focus on your customers with feedback management and make your products more successful.

Customer Journey Mapping

Collect feedback from your customers at every touchpoint along the customer journey.

Churn Management

Churn prevention: Reduce the churn rate of your customers through feedback management.

Customer Journey Mapping

Close the gap between customer expectations and reality with customer feedback management.

Churn Management

Churn prevention: Reduce the churn rate of your customers through feedback management.

We create interactive dashboards for you to view results of various surveys simultaneously and in real-time.

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Concept

We will provide you with a dedicated survey template or help you to create your own tailor-made NPS survey

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Data Collection

Invite your customers to your survey yourself or outsource the invitation process to our Customer Success Team

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Reporting

Get real-time results via our online reporting

Create and share customized reports

On request, our Customer Success Team will carry out in-depth analysis with your data and prepare tailor-made charts for you

Do you have any questions about NPS?

Do you need an individual solution for your project?
We will find the best solution for your needs.

Get in touch