Net Promoter Score (NPS) is a benchmark used to measure customer loyalty and satisfaction from an interaction with your business. It asks customers not to score the business, rather to rate their likelihood to recommend the business to a friend. It is calculated based on responses to a single question: ‘how likely would you be to recommend us to a friend’
Respondents rate between a scale 1-10 and in doing so configure themselves as:
‘Promoters’ (giving a 9 or 10 score),
‘Passives’ (giving a 7 or 8 score)
‘Detractors’ (giving a 0 to 6 score).
In TalkBox, you can automatically send a communication that includes an NPS feedback survey after a customer had an interaction with your business such as:
- After a purchase or a visit.
- After a milestone visit.
- At regular intervals such as every 6 months.
- After the release of a new menu, new product or change of management.
NPS can provide invaluable insights into your business. Customers have the option to add a comment after submitting their score giving you further information about customers true attitude towards your business. Based on their score it’s a good idea to send a follow-up communication.
Promoters – Direct them to leave a review of your business.
Passives – Ask what could be improved, perhaps include a voucher to invite them back and get a second chance.
Detractors – or email and include a voucher or discount code to be used if they return for another visit. You may also want to follow up directly with a phone call.
Want to know more about NPS and how it can work for your business? Get in touch today. firstname.lastname@example.org