What Are NPS® Surveys?
Improve Business Success with the Right Questions.
If you don‘t ask, you‘ll never know! That‘s a lesson that we learn from a young age. It‘s when companies take this proverb to heart that they can improve their customer relationships and use targeted questions to increase their sales – the Net Promoter System makes it possible.
How Can You Vary The NPS Question?
The strength of the classic NPS question lies in its generality. It is short, simple, and easy to understand. However, company-specific specifics are not taken into account. Many Net Promoter Systems, therefore, make it possible to personalize the standard NPS question and adapt it to the respective target group. If organizations are primarily interested in feedback about their product, brand, or performance, they should also clearly communicate this. In this way, the focus can be shifted away from the company to a specific product that has just been launched, renewed, or advertised. Product managers in particular benefit from the answers. The following questions can be used as an alternative to the standard question:
Compared to traditional website surveys, NPS surveys are simple, fast, and cost-effective. The mini-surveys provide information about customers’ willingness to recommend and thus possess a relatively high level of relevance with regard to customer loyalty. Depending on which information a company wants to collect, the micro survey can also be used at different stages of the customer journey. Rather than just asking customers for feedback about the company, more and more companies ask customers to evaluate individual products, their brand, or their performance. The qualitative answers thus obtained can provide valuable input for almost all areas of the company and thus drive change within the organization.