Measure your customer's loyalty with one simple question
A simple question will tell you a lot about your customers and your business, NPS questions look like:
How likely are you to recommend our product/services to a friend or colleague?
The answer is a scale between 0 - 10. Where 0 means "Not at all likely" and 10 "Extremely likely".
Net Promoter Score (NPS) was proposed by Fred Reicheld, author of "Ultimate Question" and promoted by SatMetrix. NPS predicts the likehood of customer coming back to your business or referring your business to a friend. NPS survey is no a replacing customer satisfaction survey but it's providing a valuable metric for your business.
Net Promoter Score divide your customers into 3 groups: "Promoters", "Destructors" and "Passives". It's important to have as many "Promoters" as you can and eliminate "Destructors".
NPS methodology is based on one question. On a scale from 0 to 10 customer predicts how likely he repurchases your services/product or refers it to his friend. People who rate 0-6 are known as "Destructors", those who rate 7-8 are named "Passives" and those who rate 9-10 are the "Promoters".
The NPS is calculated by subtracting a percentage of "Destructors" from a percentage of "Promoters". The results is a value between -100 and 100. A positive score is a good score and score greater than 50 is a very good score.
Point Surveys is taking care of this calculations, so you don't need to do any extra calculations.
On the image above you can see an example of NPS score for 100 responses, where Promoters are 65%, Passives 23% and Destructors 12%. Results is a subtract of Destructors and Promoters: 53.
It's important when NPS survey is triggered and in what context. If survey will be triggered when a user has some problems with your product or service the score will be low.
Remember that Net Promoter Score is not a replacement for Customer satisfaction surveys. It's good to combine those surveys and measure different aspects of your product/service.
Monitor NPS changes in time: monthly, quarterly or annually. Compare results over time.
Collect extra feedback. Ask promoters what you can improve, ask destructors with what they had a problem. Use Open text questions and skip logic.