Manage customer feedback with drag and drop ease
The simplicity of NPS is only enhanced by the ease of its implementation in SoGoSurvey. Measuring brand loyalty or customer experience is a simple drag and drop — SoGoSurvey does the rest for you.
Insert an NPS question anywhere within your survey
A Net Promoter Score question is a simple question that enables you to measure customer loyalty of your brand, product, or service. For example: Using a 0 to 10 point scale, “How likely are you to recommend ABC, Inc., to a friend or colleague?”
Net Promoter Score divides your customers into three categories: Promoters, Passives, and Detractors. The challenge to your business becomes increasing the number of promoters while decreasing the number of detractors. So if your business goal is to delight your customers, measuring your Net Promoter Score is a great place to start.
Go from a periodic to always-on NPS survey
SoGoSurvey offers a ready-to-use NPS survey that can be deployed within minutes on your website. In addition to measuring NPS, this survey includes a follow-up question based on the rating provided. You’ll capture feedback in real time and even receive an automatic Net Promoter Score at the end of the day.
Put NPS data to work instantly
The Net Promoter Score calculation is simple and straightforward. As stated previously, the number chosen by a respondent is classified into one of three categories:
- Promoters (9 or 10) are loyal enthusiastic fans that will keep buying and sing your praises to friends and colleagues.
- Passives (7 or 8) are satisfied but unenthusiastic customers, vulnerable to competitive offerings, with repurchase and referral rates much lower than those of Promoters.
- Detractors (0-6) are unhappy customers who have high rates of churn and can damage your brand and impede growth through negative word-of-mouth.
Your NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. So if 50% of respondents are Promoters and 10% are Detractors, your NPS is 40. It’s that easy! Help your colleagues focus on the same goal: creating more Promoters and fewer Detractors.
Loyal Customers Lead To Long-Term Profitable Growth
The best way to ensure business growth is a focus on customer experience. Measuring experience with the Net Promoter Score® is a proven leading indicator of business growth and long-term profitability. Customize the Net Promoter survey to fit your exact needs with the SoGoSurvey NPS® template, and discover what truly delights your customers.
Uncover the Ambassadors and Brand Detractors of Your Business
- Segment customers by loyalty
Knowing your Promoters allows you to identify your brand ambassadors to help you spread the good word around.
- Identify drivers of customer loyalty and dissatisfaction
Find out the details that make the difference so you can make improvements as needed.
- Reduce customer churn
Solve problems before they hurt your business, and you’ll keep customers happier longer.