{"id":3262,"date":"2019-07-01T11:45:49","date_gmt":"2019-07-01T11:45:49","guid":{"rendered":"http:\/\/blog.survio.com\/?p=3262"},"modified":"2020-11-24T12:47:36","modified_gmt":"2020-11-24T12:47:36","slug":"customer-satisfaction-net-promoter-score-nps-gaining-popularity-part-1","status":"publish","type":"post","link":"https:\/\/blog-en.survio.com\/customer-satisfaction-net-promoter-score-nps-gaining-popularity-part-1\/","title":{"rendered":"Net Promoter Score\u00ae<\/sup>: NPS is gaining popularity – Part 1"},"content":{"rendered":"

A study<\/a> conducted by Walker Information points out that by 2020 customer experience (CX)<\/strong> will become a key difference between brands. This growing trend will put customer satisfaction<\/strong> even before price and product. Satisfied customers need to be cherished as the apple of one\u2019s eye and their satisfaction has to be looked after carefully. Net Promoter Score\u00ae<\/sup><\/strong>, a method to measure customer loyalty and satisfaction<\/strong>, represents a great help for companies to better understand their relationship with their customers. Nowadays, more and more successful companies are using this management tool, the essence of which is an easy-to-use but precisely targeted question. In the first part of our series describing this method, you can read what NPS\u00ae<\/sup> is and how to calculate it<\/strong>.<\/p>\n\n

What is NPS\u00ae<\/sup>?<\/strong><\/h2>\n

It all started in 2003 when a marketing consultant named Fred Reichheld provoked the world with his article \u201c<\/span>The One Number You Need To Grow<\/span><\/a>\u201d published in Harvard Business Review. Along with Bain & Co. he states that it is sufficient to ask your customers a single simple question to get a solid idea of how loyal they are to your business. That is, whether they come back to you and your product or not. His arguments, based on years of research, highlight the simplicity of its measuring and the fact that it is applicable in any field<\/strong>. NPS\u00ae<\/sup> should represent the customer’s own willingness to spread a good word about your brand<\/strong> based on their own experience<\/strong> with it.<\/span><\/p>\n

The NPS\u00ae<\/sup> principle is simple. After interacting with your customer (e.g. shopping in your store, performing a service, etc.), they will be asked through a questionnaire about how likely he\/she would recommend your services to their colleagues or friends<\/strong>. Nothing more, nothing less. The customer then impulsively evaluates their experience on a scale from 0 to 10<\/strong>, where 0 represents “definitely not recommend” and 10 “definitely recommend” and sends it over to you. In addition, it can be extended by a verbal feedback<\/strong>. This allows the customer to voluntarily tell you what he\/she would appreciate, or what would make him\/her more satisfied. While optional feedback makes the processing process more complex, it can be an ideal guide to what might move you further<\/strong>.<\/span><\/p>\n

\"Net<\/p>\n\n

Unconventional calculation<\/b><\/h2>\n

You might think – nothing new under the sun, one just sums it all up and calculates the average. However, that\u2019s not the case. The non-standard NPS\u00ae<\/sup> calculation is exactly what makes it so unique. Namely, the scoring scale does not break exactly in the middle and its neutral value is not where you would expect it. According to the results, the respondents are divided into the following three groups:<\/strong><\/span><\/p>\n\n

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