Tag: Net Promoter System

5 Examples of Poor Net Promoter Score Practices

One of the biggest strengths of Net Promoter Score is its simplicity. Once you’ve built a large enough customer audience and started using Net Promoter Score product, surveying your customers and acting on their feedback becomes a simple, scalable process.

Despite this, a surprisingly large number of businesses make avoidable mistakes when using the Net Promoter System to gather feedback.

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Transactional vs Relationship NPS: What’s the Difference?

One of the biggest advantages of Net Promoter System is its versatility. From the end of every quarter to just after a major transaction, NPS gives your business the ability to get real feedback from customers at any moment in the customer life cycle.

This creates an interesting question: Is it better to survey customers on a regular basis, such as at the end of every quarter, or to survey customers after an important event or transaction?

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Net Promoter 101: The Ultimate Guide

While most brands are obsessed with acquisition to boost their growth rate and revenue, it’s important to realize that acquiring customers without retaining them is like fishing with an open net. It may feel like you’re onto something, but the end result is always a net zero.

Customer retention isn’t the goal; brand loyalty is. The issue with brand loyalty and customer satisfaction is that it’s tricky to measure. Unlike revenue or growth, which are quantitative business metrics, brand loyalty is a qualitative metric. Luckily, there is a framework that can help you assess long-term customer satisfaction and predict brand loyalty using one simple question.

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