• Paul Majchrzak

Client happiness through Net Promoter Score (NPS)


Net Promoter Score is a tool which helps you measure the evaluation of your Client loyalty. It is an alternative to satisfaction surveys of services or products. It is ranked as one of the most important indicators as it is coreleted with revenue growth.

Questions can be:

"How likely are you to recommend service to a colleague or a friend?"

Responder can rate your product or service in a scale from 1 to 10.

from 1 to 6

This means your customers are unhappy and this can threaten reputation of your business. You should immediately take action steps other way you will loose your Client or even you will create an angry frustrate who will put his venom everywhere (if things will get worse). You don't want to make them do that.

from 7 to 8

means your customers are uncommited. It is not bad but you should push forward and make an extra mile.

from 9 to 10

This is success. You have a customers who are happy because you provide a good quality services. They are so happy that they are able to share this positive opinion with thei colleagues or friends. They can be your fans if you will show them how and what they can benefit from it.

Much important is the question what argument stands behind the rate because you have an point of dicussion and you can start your work on based on that.

To receive that information You can simply ask question as:

"What is the most important reason your score?"

Don't forget to keep it simple and short. This will help you keep clarity and dont take too much Client time.

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