The Net Promoter Score® (NPS®)
Directly Determine Customer Satisfaction
Determining customer satisfaction is not always easy. It is not always immediately clear why purchases have been canceled or negative reviews given. The US developed Net Promoter System® with the Net Promoter Score (abbreviated: NPS) at its core, companies can use a simple and proven methodology to collate and evaluate customer satisfaction through direct feedback.
NPS is a type of micro customer survey that combines a rating scale from 0 to 10 with a free text field. Customer participation is requested, for example, via email, as an in-app feature or via a website. It provides honest customer feedback where each participant can justify their answer in the accompanying text field. The same question is always asked: „How likely are you to recommend X to a friend or colleague“, where the name of the company, product purchased or the service used takes the place of „X“.
The Ultimate NPS® Cheat Sheet
The basics of the Net Promoter Score®, including instructions for calculating and using NPS data in a compact guide.
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Determining Employee Satisfaction Using eNPS
In addition to using the Net Promoter Score with customers, it can also deliver important insights into employee satisfaction. If the Net Promoter System is combined with the collection of the eNPS (Employee Net Promoter Score), it becomes an instrument that can serve both employee retention and crisis management. The measurement of employee loyalty through an anonymous survey on the likelihood of recommendation gives important indications of improvement potential.