Net Promoter Score or NPS measures customer experience and predicts business growth. NPS is a short survey that is normally sent out to all customers.
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NPS is based on a scale of 11 points between 0 and 10. The answers from 0-6 are the Detractors, 7-8 are the Passive group, and 9-10 are the Promoters.
Detractors are not interested in buying more or extending their service. They start looking for a competitor and usually try another service if they feel it is better or cheaper.
The passive group is the part of your consumers that are happy with their service but will not always promote your services if they are asked by their relatives, coworkers or business contacts.
Promoters, however, are the enthusiasts, the satisfied customers. They will tell anyone who asks and will tell as many as they can about your service.
NPS is calculated by a formula based on the % Promoters - % detractors = NPS.
Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
We at Examinare can assist your organization to get NPS done for all of your customers. We will help you with the planning, deployment and the analysis. There is no limit on the size of customer groups we can handle. All our systems are built to deploy NPS within unlimited size of customer groups, from 1000 to 100,000 and beyond.
In addition to the original version we also have an extended Net Promoter Service, where we help you get old customers back and target the real challenges in your business.
The original version of Net Promoter Score is based on sending the NPS survey to all active customers. Active customers then give their votes and optionally add a message with their feedback.
NPS from Examinare helps you to schedule a Net Promoter Score survey for all of your customers, and we will also analyze the results according to your requirements.
Examinare Extended version of NPS helps you get information about why your inactive customers became inactive. Feedback through NPS survey can reveal the reasons why the customers stopped buying from you and will enable you to win the customers back.
Examinare can help your organization with both NPS and active customer research in forms of multiple industry-based customer satisfaction surveys and general customer satisfaction surveys for start-ups, enterprises and global companies. We have a solution regardless of the project size. Check our other services by clicking on the menu or contact us below for a pricing quotation.