Feedback

Net Promoter Score (NPS) is a customer loyalty metric developed in 2003 by Fred Reichheld, Bain & Company, and Satmetrix. It’s based on the philosophy that a customer’s willingness to recommend a company is the ultimate indicator of their loyalty and the company’s potential for growth.
Our platform seamlessly integrates NPS surveys into your customer engagement strategy:

1. Survey Distribution: Automatically sends NPS surveys to customers after key interactions or at scheduled intervals.
2. Response Categorization:
   • Promoters (9-10): Loyal enthusiasts likely to refer others, fueling growth.
   • Passives (7-8): Satisfied but not actively promoting; vulnerable to competitors.
   • Detractors (0-6): Unhappy customers who may impede growth through negative feedback.
3. Calculation:
   • NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters:
   • NPS = % Promoters – % Detractors
   • The score ranges from -100 to +100, providing a clear indicator of overall customer sentiment.

1. Identify Areas for Improvement: Analyze feedback from Detractors to uncover common issues or pain points that need immediate attention.
2. Enhance Customer Experience: Leverage positive feedback from Promoters to understand what’s working well and replicate those successes across the organization.
3. Personalized Follow-ups: Engage with Detractors through personalized outreach to address their concerns, demonstrating that their feedback is valued.
4. Strategic Decision-Making: Use NPS trends to inform decisions on product development, service enhancements, and staff training programs, aligning efforts with customer expectations.

Absolutely. Through Historical Tracking, our platform stores all NPS data, enabling you to monitor changes and trends over time.

The data is visualized three ways:

1. Interactive Dashboards: View NPS trends using the charts and analytics in our Loyalty Reports, Team Performance Reports, and Voice of the Customer Reports for quick insights.
2. Custom Reports: Generate detailed reports to compare NPS across different time periods, customer segments, or business locations.
3. Alerts and Notifications: Set up automated alerts for significant shifts in NPS, allowing for prompt action when needed.

You can send NPS surveys based on customer interactions, at regular intervals (e.g., monthly, quarterly), or aligned with customer lifecycle milestones.

Here are some best practices:

1. Prevent Survey Fatigue: Avoid over-surveying by spacing out surveys appropriately to maintain high response rates.
2. Timely Feedback: Send surveys shortly after interactions to capture immediate impressions while the experience is fresh.
3. Segmented Approach: Tailor survey frequency based on customer segments or engagement levels to gather more relevant data.