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Manage customer experience 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 [brand/product/service], to a friend or colleague?”

Net Promoter Survey Question

Net Promoter Score questions segment your customers into 3 groups: "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 has a ready-to-use NPS survey that can be deployed within minutes on your website. This survey captures feedback in real time and sends out automatic Net Promoter Score at the end of the day.

The survey can be embedded on your website. This survey not only measures NPS but has a follow up question based on the score that you provide.

Net Promoter Score Sample Survey

The Net Promoter Score Calculation

Net Promoter Score Report Get the Net Promoter Score by running an out of the box report.

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 Net Promoter Score is simply the percentage of promoters minus the percentage of detractors. So, if 50% of respondents were Promoters and 10% were Detractors, your Net Promoter score is 40. It’s that easy and will help everyone focus on the same goal—creating more Promoters and fewer Detractors.

Segment Customers with NPS Survey
  • Uncover the Ambassadors and Brand Detractors of Your Business

    • Segment customers by loyalty Knowing your “promoters” or happy customers allows you to identify your brand ambassadors and help you spread the good word around.
    • Identify drivers of customer loyalty and dissatisfaction Knowing the satisfaction level isn’t very helpful if you don’t know the reasons behind it. Take a deep dive and learn what’s making them happy or unhappy.
    • Reduce customer churn Implement changes in customer engagement with confidence. Give your customers reasons to keep coming back.
    • Create a baseline and track over timeAre customers more satisfied this year than the last? Our powerful reports will help you measure the satisfaction trend.
Measure Customer Experience with Net Promoter Score®
  • 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.
John Ruppel, CEO, WR Strategic
JR

SoGoSurvey has always have been prompt with responses and phone calls, courteous when we failed to understand and quite intuitive when we required help. We continue to be pleased with SoGoSurvey. Let it be said we think of SoGoSurvey and its people as partners."

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