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NPS( Net Promoter score) - Recommending the company to customer's friends, relatives, etc.
Net Promoter Score (NPS) is a customer loyalty metric between -100 and 100 that captures the propensity of a company's customers to attract and refer new business and repeat business.
For some time now there has been much hype and hopeful news that Net Promoter Score (NPS) was perhaps after all the Holy Grail of customer satisfaction measurement: one single question with a link to business KPIs. Yet over time the number of sceptics has grown, and they have become more vocal. As professionals that have worked with clients using NPS and other customer satisfaction metrics, we would prefer to take a more balanced view of NPS. We also decided to discuss this view with our associates in the United States and AsiaPac region so we could get a global perspective and draw up the advantages and disadvantages of NPS, with special consideration given to NPS as a predictor of future customer loyalty
The net promoter score has fast become the metric of choice for many companies. It can be used to measure many things, from customer satisfaction to employee satisfaction. It’s also a good way to find out what customers like as well as what they don’t. each department think about what they can do to make sure they promote customer success. The best way to do this is to slice the data , then take the issues identified and break them up by department. Each department now has a list of things to work on and you can tell during the next survey if they were successful or not!
