What Are NPS® Surveys?
When customers are asked for feedback at key interaction points on the website, they act as an endless source of information. Website surveys give a deeper insight than the statistical evaluation of endless clicks. They provide a forum for suggestions and a channel for deeper customer insights. The results allow companies to create profiles of their customers, accurately identify customer needs, or measure the impact of new products, websites, or experiences.
The most important thing: this does not require endless online questionnaires. Instead of looking for the proverbial needle in a haystack through the use of indiscriminate questions, more and more organizations choose the easy route and rely on NPS surveys. These are based on a metric that provides information on customer loyalty and satisfaction based on a single key figure — the Net Promoter Score.