This score indicates satisfaction and furthe

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r indicates customer loyalty. It provides customers with a numerical rating from not at all likely to extremely likely, measuring the likelihood that they will speak positively of your brand, service or business. A typical trademark NPS question is How likely are you to recommend our products and services to a friend, based on the criteria given? How is the Net Promoter Score calculated? Respondents are divided into three groups: Detractors Select or less Neutral Select or Promoters Select or Subtract the number of detractors from the number of supporters Neutrals are not counted in this calculation to get your NPS percentage.

As with most CSAT metrics, the higher your NPS, the Bulgaria Email List better your brand image! NPS remains a popular metric that can turn neutrals into promoters, detractors into neutrals, and even promoters of your brand. Related Reading: The Best Net Promoter Score Software How to Use NPS Surveys? Send them regularly, for example, targeting milestones in the customer journey or schedule it randomly so that any specific interaction with your company doesn't result in a biased response.




Also, remember to send it to different customer segments to get a good overall idea. Here are the different customer segments you can target Ask trial users if they would recommend after their trial Ask first-time customers about their experience Randomly or by milestones, such as after a year or after an upgrade Ask returning customers Ask customers who downgraded or stopped using your product Other surveys Email and in-app surveys In addition to on-site surveys, you can also conduct CES, NPS, and CSAT surveys in your mobile app or by sharing a link via email.