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We have founded in 2016 to help e-shops, SaaS services and startups better understand their customers, improve their services and increase their revenues.Ĭ is an easy-to-setup tool for tracking segmented customer satisfaction using Net Promoter Score. What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time.Īfter successfully using Net Promoter Score for our own e-commerce projects, we have decided to let anyone benefit from what we've learned. Therefore, comparing the NPS score of with your own without any further context is not that useful. On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time. The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.Ĭonsider an example: If sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience. Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent. Net Promoter Score is a number from -100 from 100. The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data. It is a powerful and effective technique, which can greatly increase a company's revenue if used properly. NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues. The Net Promoter Score of is a number from -100 to 100 calculated by subtracting the percentage of detractors from the percentage of customers who are Promoters. Responses of 7 and 8 are labeled passives, and their behavior falls in the middle of promoters and detractors. 's promoters are those who respond with a score of 9 to 10, and they are likely to create most value, such as buying more, remaining customers for longer, and making more positive referrals to other potential customers.ĭetractors, responding with a score of 0 to 6 are believed to be less likely to exhibit the value-creating behaviors. 's Net Promoter Score is based on responses to a single question, typically on a scale from 0 to 10: "How likely are you to recommend to a friend or colleague?