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?“
„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.
We create interactive dashboards for you to view results of various surveys simultaneously and in real-time.
Concept
We will provide you with a dedicated survey template or help you to create your own tailor-made NPS survey.
Data Collection
Invite your customers to your survey yourself or outsource the invitation process to our Customer Success Team.
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.
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