Overview
Effort: low
Best for: ecommerce managers
Net Promoter Score (NPS) is a way to quantify customer satisfaction with your brand as a whole. Customers who answer 9-10 are promoters, customers who answer 7-8 are passives, and customers who answer 0-6 are detractors. NPS scores can range from -100 to +100 and are calculated by subtracting the percentage of detractors from the percentage of promoters.
Collecting and displaying your NPS score gives future customers a better understanding of your overall brand experience. Instead of looking at reviews for a specific product, they can see how likely people are to recommend your brand to others.
Best Practices:
- Add one to two follow-up questions in your NPS survey
- Create segments based on customers’ NPS responses
- Syndicate your NPS score to Google Seller Ratings
Goals
- Collect customer feedback
- Improve brand credibility
- Inform purchase decisions
Key Benefits
- Measures and quantifies customer happiness
- Builds trust with future and returning customers
- Identifies detractors for proactive churn prevention
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