Do you know which customers are your ambassadors?

With an NPS survey you gain important knowledge about Loyal customers. Who buy your products and services again and again are extremely valuable to your company. Of course because they continuously contribute to your sales and remain as customers even though you most likely have competitors who attract with one campaign after another.

With that in mind, you should work actively to ensure that your customers feel well taken care of and stay with your company. But how do you know that customers are satisfied with everything from the range to the quality and service in all parts of the company from ordering to delivery?

NPS measures customer loyalty and identifies ambassadors

Net Promoter Score, abbreviated NPS, is a method to measure how loyal a customer is and how willing they are to recommend your company to their contacts. In short, be an ambassador who, based on their own loyalty and strong relationship with your brand, chooses to recommend your company to colleagues and loved ones. Incredibly valuable!

So what is NPS and how does that method work? Simply put, NPS is an index that is calculated based on answers to a question: Would you recommend the company to a colleague or friend?

This question is answered on a scale of 1-10, where the lowest rating of 1 means that it is not at all likely to make a recommendation, and 10 means that it is very likely.

Customers and their responses are divided into three categories: 0-6 are designated as Detractors 7-8 are designated as Passives 9-10 are designated as Ambassadors.

Measure over time, identify trends and find out how you can improve as a supplier

An important tip along the way is to measure NPS over time instead of focusing on one score. Identify the trend in how NPS is developing and work to find out why it is changing. Reach out to critics and listen to what improvements in service, quality or whatever it may be that are needed for them to recommend your company! How can you improve their and everyone else's customer experience?

One Survey is a smart survey tool

Of course, it is important to choose a smart tool for the survey. A tool that is easy to manage to create and send out surveys as well as being able to automate the collection of responses, create compilations and thus facilitate analysis. With iP1 One survey you get all these parts in one and the same tool. In addition, you can send out surveys via SMS, a smart way because it contributes to simplicity and a high response rate.