Questions it can answer
- How likely are customers to recommend us and how is that changing over time?
- How loyal are customers to our organization, product or service?
- Would our customers use our organization, product or service again?
What is a Net Promoter Score (NPS) survey?
Net Promoter Score (NPS) measures customer perception using one simple question: “How likely are you to recommend us to a friend or colleague?” Respondents choose their answer on a 0-10 scale. Calculating the score is simple: take the percentage of people that scored 9 or 10 and subtract the percentage that scored 0-6. NPS is one of the most widely used metrics for measuring customer experience.
Advantages
- Very easy to setup the survey and analyze the results
- Executives love NPS because it's quick and simple to understand
- Customers consider the entire experience with the organization, product or service
Limitations
- NPS is so popular with executives that organizations can become focused on improving the score rather than improving the customer experience
- Contextual detail about what's causing the score is often missing from the survey and reporting of the result
- Isolated elements of the customer experience can artificially boost or lower the score, especially when those experiences are closest to the time the survey is completed