Net Promoter Score (NPS) Survey

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Description of the method

Net Promoter Score (NPS) measures customer perception using one simple question: ‘How likely are you to recommend to a friend or colleague?’ Respondents choose their answer on a 0-10 scale. Calculating the score is simple, just take the percentage of people that scored 9 or 10 and minus the percentage that scored 0-6. NPS is one of the most widely used metrics for measuring customer experience.

What Great Questions can you answer?

How likely are customers to recommend us & how is that changing over time?

How loyal are customers to our organization, product or service?

Would our customers use our organization, product or service again?

Strengths of the method

Very easy to setup the survey and analyze the results

Executives love NPS because it’s quick and simple to understand

Customers consider the entire experience with the organization, product or service

Disadvantages of the method

NPS is so popular with executives that organizations can become focused on improving the score rather than improving the customer experience

Contextual detail about what’s causing the score is often missing from the survey and reporting of the result

Isolated elements of the customer experience can artificially boost or lower the score, especially when those experiences are closest to the time the survey is completed

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