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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
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