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The Zonka Feedback Blog

Feedback Management, Feedback Trends, Feedback Technology, Data & Analysis, amazing Survey Tips & New Features at Zonka

About Net Promoter Score – Advantages & Disadvantages of NPS

About Net Promoter Score – Advantages & Disadvantages of NPS

You have spent months building your brand, promoting your product, and your customer flow certainly reflects all that hard work you put in. One of the many things businesses look over is the rate of return of their customers. Many things can make a customer either come back to your brand or avoid it like the plague. So how is a business able to keep these personal ratings in check? By implementing a customer feedback system called NPS. What is NPS? NPS stands for Net Promoter Score or Net Promoter System; all it implies is a single question that provides an incredible amount of feedback to a company. The magic question is “How likely is it that you would recommend our company/product/service to a friend or colleague?” When doing a survey, this question is frequently answered on a 0-10 scale. With this information, you can see which customers are going to be committed to your brand, and those who you need to work with more. Understanding NPS Understanding the scale of a Net Promoter Score is pretty straightforward once you understand the three main concepts it conveys. Detractors They are the customers who answered below or equal to 6. They were not entirely satisfied with their experience and would probably tarnish your brand’s reputation with negative word-of-mouth. It would be highly unlikely that they would even return as customers again. Passives They are the customers who have answered the question with from 7 to 8. They probably had a good experience with your brand, but…read more
4 Metrics You Need To Track to Measure Customer Satisfaction & Loyalty

4 Metrics You Need To Track to Measure Customer Satisfaction & Loyalty

Measuring the satisfaction of your customers is tricky business because, for the most part, they are not going to come right out and tell you. However, there are several ways that you can employ to gauge their satisfaction, and address any problems that may have arisen. One of the most valuable resource a business can have is conducting surveys and is, in fact, one of the very few ways to effectively collect customer satisfaction. While you most likely already knew that, are you using all of the metrics available to you? The Metrics More often than not, businesses continue to measure customer satisfaction using wrong or insufficient metrics. Measuring the right customer satisfaction metrics, on the other hand, can help you promptly know how you're doing, about your customers' satisfaction, expectations and needs. This is your cheat sheet for the right metrics you can, and perhaps should, apply. Rate of Return The customer rate of return is one of the easiest seen metrics a business can use. In small startups and large companies, the more a customer returns, the strong the loyalty is considered to be. From a business standpoint, you need to treat each new customers like a first date - if you impress them, they will build a relationship with you. As the customer builds that bond, they will tell their friends and your business will grow through word of mouth, which indeed is one of the best forms of advertising and one that can aid any business greatly. However, that same aspect…read more
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