Have you ever heard of NPS?

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No, it’s not a secret code from some spy agency. In fact, it’s an acronym that has been gaining more and more space in companies’ post-sales strategies: Net Promoter Score.

If you don't yet use NPS in your after-sales strategy, it's time to start! With this methodology, you can quantify your customers' satisfaction in a simple and effective way, and you can also ensure loyalty and referrals from new customers. And who doesn't want that, right?

What you will see in this article:

But what is this Net Promoter Score?
But why is measuring NPS important?
Other ways to measure customer satisfaction
Why choose NPS, compared to other satisfaction surveys?
NPS X After Sales, understand
But what is this Net Promoter Score?
It is an indicator that measures customer satisfaction and their honduras whatsapp database willingness to recommend a product or service to others. This indicator was created by Fred Reichheld in 2003 and has been widely used by companies as a performance metric in their after-sales processes. It is based on a simple question: “On a scale of 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?”

How is your rating?
Customers are ranked according to their Net Promoter Score based on the rating they give to the key question in the satisfaction survey. Based on their responses, customers are classified into three categories:

Promoters (scores 9 or 10), customers' Net Promoter Score rating is based on the score they give to the key question in the satisfaction survey.
Neutral (score 7 or 8), as they are satisfied, but are not enthusiastic about the company to the point of actively recommending it.
And Detractors (scores from 0 to 6), as they are dissatisfied and can harm the company's image with negative reviews.
Understand the calculation in a simple way
NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. The result ranges from -100 (all customers are detractors) to 100 (all customers are promoters).

For example, if a company received 100 responses to the key question and 40 customers were classified as promoters, 20 as neutral, and 40 as detractors, the calculation would be:

NPS = % Promoters – % Detractors
NPS = 40% – 40%
NPS = 0

In this case, the company's NPS would be zero, which means that it has an equal number of promoters and detractors and needs to work on improving customer satisfaction and increasing the number of promoters.

But why is measuring NPS important?
Because it indicates the degree of customer loyalty and their willingness to recommend your company to others. And this is extremely valuable, as we know that a recommendation from a friend or acquaintance is one of the most effective ways to win new customers.

Furthermore, the NPS assessment allows you to identify areas for improvement in the customer experience and correct any problems. And, of course, it is also a way to celebrate achievements and reward the team for good performance.