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Net Promoter Score.
As you know NPS stands for Net Promoter Score, majorly in service industries this is measured as one of the Key KPI ( Key Performance Indicator).Service industries design the surveys and issue it on monthly/quarterly/yearly basis to their key stakeholders and clients to get the real feedback on customer satisfaction on the services delivered. While collecting the data for sampling , number of promoters and detractors are noted and general satisfaction ( NPS) score is also measured for the respective survey. Based on the successive surveys and data collection , a trend can be generated using the excel to see how's the NPS is moving, if it is below the benchmark then its an alarm for the organization to take corrective actions to ensure the NPS is increased.Usually organizations take the customer feedback in the consideration and drive actions from them and bring those actions to closure to ensure a higher NPS.
Higher NPS means higher customer satisfaction the service provided and of course a better revenue generation.
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