Customer ExperienceNet Promoter® Score

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Net Promoter Score (NPS) is a globally recognized methodology of surveying customer loyalty. Find out what benefits will be provided by completing this survey on the Startquestion Platform.

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The Ultimate question you need

The strength of the NPS is hidden in its simplicity expressed in one question: How prawdpodobne are you to recommend to a friend X? This test methodology was developed by Fred Reichelda, Bain & Co. and Satmetrix in the 90s and is described in detail in the book "The decisive question (The Ultimate Question)". Question NPS allows respondents to answer on a scale of 0 to 10 (where 0 = no I'll go and I'll go = 10). The respondents are then assigned to three groups, based on the result: The critics (score 0 to 6), Neutral (7 to 8) and promoters (9 to 10). NPS is calculated by subtracting the percentage of critics Promoters. NPS positive (greater than 0) can be regarded as moderately good. The result above 50 can be considered a great result, showing that your organization cares about good customer relations.

Why Net Promoter® Score is so popular?

Many experts believe that the Net Promoter® Score is a valuable metric increasing profits. One of the key benefits for the companies decide to use this method is its incredible simplicity. "The followers of NPS" argue that focusing on one simple metric - easy to understand - makes employees become more sensitive to the point of customer support. Although the NPS is not too detailed methodology customer satisfaction survey, its incredible simplicity allows companies and organizations to take action here and now, in a short time to improve their Customer Experience.

Net Promoter® Score
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