Net Promoter Score
With Net Promoter Score (NPS), you get a value that shows how likely it is that your customers or members will recommend your organization to others.
You can then use this value to compare your organization with other organizations in the same industry or field of activity. With One Survey, you can create an NPS survey and send it out with just a few clicks!
What is NPS?
NPS is based on an American method that has established itself strongly among business owners over the recent years. The advantage of the survey is that it is easy for the customer to provide feedback, as it is only based on one question fundamental question: How likely are you to recommend us to others?
When the question is sent via multiple channels at once, the barrier to communication becomes lower. An SMS, for an example, is less intrusive than a phone call, but more direct than an email. An NPS survey is an easy way to gather insights about how your business is doing in the market and how many customers are happy to recommend your company to others.
What Does the NPS Scale Look Like and What Does it Mean?
In an NPS-survey, customers choose to evaluate the chance of recommending you further on a scale of 0 to 10. The closer to 10 the better, as it indicates that your brand is highly regarded. To understand an NPS value, the answers are usually divided into three customer segments:
Promoters - 9 or 10 on the NPS Scale
These customers are loyal and can be called ambassadors for your brand, which means that they are recommending your services to their contacts, giving you a larger customer base.
Passives - 7 or 8 on the NPS Scale
These customers are satisfied with their experience of your company and your services, but no more than that. If a competing business gives them an equivalent or better experience, then the risk is high that they turn to them the next time.
Detractors - 0 - 6 on the NPS Scale
These are customers who choose the lower range on the scale and thus are very unlikely to recommend your company and services. They have had an unpleasant experience, and therefore do not feel satisfied with the service or product that you offer. When a customer values your business low, it should be seen as a warning sign because it can lead to a bad reputation, especially in today’s world where it is so easy to rank and review a company on social media and other digital landscapes.
How Do You Calculate an NPS Value and What is a Good Score?
The result you are striving after when conducting an NPS survey is to have more promoters than detractors. The maximum score is 100, so you should strive for as high a score as possible. What is considered a good number depends entirely on the size of your company and how others in your industry stand.
If you land at 0 or a negative number, you are in the lower range and may therefore need to work on enhancing the customer experience and work harder to get more ambassadors for your brand. But always compare with your competitors before you form an opinion about your own value. It may be that your industry has a lower NPS value in general. Industries that have daily contact with many customers and actively work with customer complaints often have a lower NPS than companies that offer personal and unique products.
What is the Difference Between NPS and CSI?
The two survey methods, NPS and CSI, differ from each other in the way that NPS examines the customer's relationship to your brand, while CSI focuses on overall customer satisfaction. A high NPS value indicates that the customer is a so-called ambassador for your brand, someone who is happy to associate with you and recommend your services to others.
One Survey and Net Promoter Score
One Survey gives you the full Net Promoter Score experience, with ready-made templates and a reporting system that automatically calculates your NPS. Just send out your surveys, sit back, and watch the system do the work for you!
NPS In Multiple Channels
NPS via SMS
With One Survey you can quickly and easily send your NPS survey via SMS. Create your survey in the survey wizard and upload your numbers and press send!
NPS via e-mail
You can also send out your NPS survey via email. You choose which channels you want to send via in the last step of the survey wizard.
NPS via letters
Are you missing both mobile numbers and email addresses for your recipients? One Survey also offers the option to send your NPS survey via regular mail!