The Net Promoter Score (NPS) measures the client experience and can be used to predict business growth. NPS takes the form of a short questionnaire that is normally distributed to all clients.
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NPS is based on a scale of 11 points between (and including) 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 placing more orders or extending their service. They start looking for a competitor and usually try a competing service if they feel it is better or cheaper.
The passive group is the section of your consumer base that are happy with their service, but will not necessarily promote your company if they are asked by their relatives, coworkers or business network.
Promoters, however, are the enthusiasts - your satisfied customers! They will tell anyone who asks and will tell as many as they can about your service. They are proud to be a customer of yours.
NPS is calculated by a formula based on the percentage of promoters minus the percentage of detractors.
Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
Our team of consultants at Examinare can help your company to measure the NPS done from all your clients. We can provide assistance with all project phases, including planning, deployment and analysis. Our advanced questionnaire platform has no restrictions on the number of recipients. All our platforms are built to deploy NPS for an unlimited size of customer groups.
In addition to the base version of our platform, we also provide an extended Net Promoter Service where we help you get old customers back and focus on the critical challenges in your business.
The base version of Examinare's Net Promoter Score sends the NPS questionnaire to all active clients - these clients then respond with their votes and can optionally add a message with their feedback.
We also enable you to schedule a Net Promoter Score survey for all of your client base, and we can provide analysis of the results according to your specific needs.
Examinare's extended NPS version helps you get information about why your inactive clients became inactive. Results obtained through our NPS questionnaire can reveal the root cause of why clients stopped making purchases, and provides you with the critical knowledge of how you can win these clients back.
Examinare can help your organisation measure both the NPS and perform active customer research. To achieve this we can use either multiple industry-based client satisfaction questionnaires or general client satisfaction questionnaires for a wide variety of organisations. We can provide a platform regardless of the project size. Please have a look at our other services by clicking on the menu, or contact us using the form below to discover our competitive pricing.