Net Promotor Score Program (NPS)

CSAT programs helps companies understand whether their customers are satisfied or not, whereas NPS focusses on long terms happiness. Companies don’t just want happy customers they want repeat and loyal customers.

Net Promoter Score®, or NPS®, acts as a leading indicator of growth. If your organization’s NPS is higher than those of your competitors, you will likely outperform the market. NPS if tightly tied to the customer journey, can be a very effective foundation of measurement framework focusing on faster growth and increased profits.

The NPS Calculation

NPS calculated using a simple question “One a scale of 0-10: How likely is it that you would recommend [brand] to a friend or colleague?” Based on the answers, respondents are classified as Promoters (Loyal Enthusiasts), Passives (Satisfied but un-enthusiasts) and Detractors (unhappy customers, risk to business).

One metrics multiple answers – NPS is a single metric but can be used to answer multiple questions like:-

1. Who are my loyal customers?

2. Who are unsatisfied and risk customers?

3. How can I convert my risk customers to loyal customers? What are the drivers of their satisfaction?

4. How am I doing against my competition in terms of customer satisfaction?

5. Who are my swing customers and how can I retain them with my brand?

6. What are customer loyalty drivers?

NPS Adoption – It is very important to integrate Net Promoter score into the business as a whole to make this initiative successful. To achieve this, every NPS program should make sure that it gives timely and intuitive insights to leaders in sales, marketing, product, service, and indeed every area of the business, the information they need to keep their operations customer focused. Insights should be in operational rhythms of the business in order to drive continuous improvement and innovation.

Knowledge Excel Services has helped a big e-commerce company set up a comprehensive NPS program focusing on optimizing entire digital journey – An initiative that recorded 15% uplift in quarterly conversion.

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