Reasons to use the Net Promoter Score
Posted: Mon Jan 06, 2025 5:13 am
Do you know what the Net Promoter Score is and how it can be used to understand the perception of your business? In this article we give you some reasons to start applying it in your company.
March 7, 2022
The Net Promoter Score or NPS is one of the most widely used customer service and digital marketing techniques today, as it allows us to understand the perception of customers and users about our business and how satisfied they are with the products/services we offer.
To understand the relevance of this system within companies and the malaysia phone data benefits they can obtain, we must first know what NPS is and how it works, something we will see below.
Understanding the Net Promoter Score: What you need to know
NPS is basically a customer satisfaction measure that will allow you to evaluate and determine the quality of a certain product or service; in addition to this, it attempts to predict whether your consumers are likely to recommend what you offer to family or friends.
By applying a Net Promoter Score system we can evaluate how efficient our performance is, as well as determine whether we need to implement improvements to achieve customer satisfaction, as this will make them recommend us to family and friends, making this means of promotion one of the most effective and recommended for all types of businesses.
Rate what you offer
You may have found yourself at a movie theater, mall, or even a public restroom, with an operator or screen that asks you to rate the service received from 1 to 10 or choose a sad, angry, or happy face to indicate how your user experience has been; this is the easiest way for a company to know if it has met our expectations and how satisfied we are with the service received.
The practice is extremely simple: the rating goes from 1 to 10, while 1 means “dissatisfied”, 10 shows that we are “very satisfied” with the product or service purchased. After the rating, customers can be evaluated and classified: promoters, passives and detractors. Which brings us to the next point.
Customer classification
Customers who rate your brand with a 9 or 10 are those who are likely to promote you and are loyal customers. Those who respond with a 7 or 8 are passive customers who usually seek satisfaction with the competition, but could give you another chance.
Finally, there are detractor customers, who depending on how dissatisfied they are with what you offer, will return or, on the contrary, will avoid returning for your services, which can also be detrimental to your business because they can be negative promoters of your brand, giving bad references about you.
March 7, 2022
The Net Promoter Score or NPS is one of the most widely used customer service and digital marketing techniques today, as it allows us to understand the perception of customers and users about our business and how satisfied they are with the products/services we offer.
To understand the relevance of this system within companies and the malaysia phone data benefits they can obtain, we must first know what NPS is and how it works, something we will see below.
Understanding the Net Promoter Score: What you need to know
NPS is basically a customer satisfaction measure that will allow you to evaluate and determine the quality of a certain product or service; in addition to this, it attempts to predict whether your consumers are likely to recommend what you offer to family or friends.
By applying a Net Promoter Score system we can evaluate how efficient our performance is, as well as determine whether we need to implement improvements to achieve customer satisfaction, as this will make them recommend us to family and friends, making this means of promotion one of the most effective and recommended for all types of businesses.
Rate what you offer
You may have found yourself at a movie theater, mall, or even a public restroom, with an operator or screen that asks you to rate the service received from 1 to 10 or choose a sad, angry, or happy face to indicate how your user experience has been; this is the easiest way for a company to know if it has met our expectations and how satisfied we are with the service received.
The practice is extremely simple: the rating goes from 1 to 10, while 1 means “dissatisfied”, 10 shows that we are “very satisfied” with the product or service purchased. After the rating, customers can be evaluated and classified: promoters, passives and detractors. Which brings us to the next point.
Customer classification
Customers who rate your brand with a 9 or 10 are those who are likely to promote you and are loyal customers. Those who respond with a 7 or 8 are passive customers who usually seek satisfaction with the competition, but could give you another chance.
Finally, there are detractor customers, who depending on how dissatisfied they are with what you offer, will return or, on the contrary, will avoid returning for your services, which can also be detrimental to your business because they can be negative promoters of your brand, giving bad references about you.