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Net Promoter Score Survey

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The Net Promotor Score (NPS) is used as a means for gauging customers’ overall satisfaction with a company’s product or service and loyalty to the brand. Keep it simple by asking the question that matters most: “How likely are you to recommend [brand/product/service] to a friend or colleague?” By focusing on this one key indicator, identify the likelihood of someone remaining a customer, and how likely they are to recommend your company to others.

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Net Promoter Score Survey

Net Promoter Score Survey

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Net Promoter Score Survey

Asking the “ultimate” question enables companies to measure their organization’s performance through its customers’ eyes. According to Bain & Company, sustained value creators – companies that achieve long-term profitable growth – have Net Promoter Scores (NPS) two times higher than the average company.

NPS questions segment customers into 3 groups: Promoters, Passives, and Detractors. The challenge to your business becomes increasing the number of positive Promoters while decreasing the number of negative Detractors. If your business goal is to delight your customers, measuring your Net Promoter Score is a great place to start.

Use NPS as part of your organization’s strategy to keep a finger on the pulse of your customers. It’s the first step – and a great start toward asking your customers other important questions as a part of a comprehensive customer satisfaction survey strategy.

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