How to measure customer loyalty?

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Although there are different ways to measure customer satisfaction levels, the NPS has proven to be the simplest and most accurate. The Net Promoter Score formula was developed by Frederick F. Reichheld .

The Net Promoter Score asks respondents to respond on a scale of 1 to 10 how likely they would be to recommend a company. The results divide respondents into three categories:

Promoters – Respondents who gave a rating of 9 or 10
Passives – Respondents who gave a rating of 7 or 8.
Detractors – Respondents who gave a rating of 0 to 6.
If you have a very large number of customers, which makes it more complicated to calculate the result, don't worry, the QuestionPro platform allows you to know exactly how many of your customers are loyal to your brand.

You can adjust your dashboard to split your results based on geographic location, age, and gender of respondents (plus many other variables that may be meaningful to your business).

Find out how to measure customer satisfaction by following these tips.

How to use NPS to measure customer loyalty?
Detractor Recovery is a mechanism in the QuestionPro CX platform that romania phone number allows you to automate actions when you receive negative feedback. This feature allows you to tailor a notification to the right person in your company who can fix the detractor's situation.

While analyzing customer loyalty, it is important to use the NPS formula and compare the results regularly to see gaps and changes over time.

QuestionPro's Net Promoter Score dashboard lets you benchmark your results and shows you changes with easy-to-understand infographics.

At QuestionPro, we understand the importance of referral marketing. The automated advocate amplification feature in QuestionPro’s CX platform offers advocates a survey to share their feedback on social media if they are considered advocates of your brand.

Why use Net Promoter Score? Any company, small or large, can greatly benefit from measuring customer loyalty and having positive word-of-mouth when existing customers become brand promoters, encouraging voluntary and honest reviews, and sharing positive feedback on social media.

QuestionPro’s CX platform is what you need to measure customer loyalty using NPS to analyze results and automate immediate actions to recover from detractors and benefit from promoter amplification.

What's new in QuestionPro CX
QuestionPro CX users can gain deeper insights from customer feedback. With AskWhy the user rates you, gets the options to support their rating, which can be said to be the “Cause” behind the rating.

Once the user chooses the cause, they are redirected to the open question to mention any additional comments. They also have the option to vote on other customers' comments.

The ability to view and vote on others' comments allows a customer to see what others' experiences have been like and can relate to those experiences.