Net Promoter Score(NPS) is a tool that measures customer loyalty, enthusiasm, and satisfaction. By asking “How likely are you to recommend [business] to a friend?” on a 0-10 scale, you’ll be able to more accurately gauge how many promoters are in your customer base compared to detractors.
NPS scale:
- A customer who rates you 9 or 10 is a loyal customer who is likely to tell their friends about your business and promote growth. They are likely to return to your business or service in the future.
- A customer who rates you 7 or 8 is a passive customer who is satisfied with the service they received but is unenthusiastic about spreading the word about their experience.
- A customer who rates you 0 to 6 is an unhappy customer who will detract from your growth via negative word-of-mouth. They are likely to stop using your business or service.
- By subtracting the percentage of detractors from promoters, you’ll see your NPS on a scale of -100 (if every customer is a detractor) to 100(if every customer is a promoter).
Updating Your Survey Template to the NPS Scale
All Listen360 clients are configured to use a 1-10 scale by default.
Implementing this new scale on your surveys is very simple. Visit ACCOUNT in the blue navigation bar on the left side of the page, go into TEMPLATES in the white navigation bar, and then choose your survey template(s) and adjust the RATING SCALE in the survey editor.
Setting Your Analytics to Reflect the NPS Scale
All Listen360 clients are configured to use the NPS satisfaction index for reporting by default.
Implementing this scale on your reports is as simple as it’s always been. Either adjust the entire account’s scoring by visiting ACCOUNT> PREFERENCES > Adjust the SATISFACTION Index
OR
Adjust the index in each report by opening up the report you’d like to adjust, and in the top right corner next to FILTERS, click SETTINGS, and CHANGE the index.