{"id":2203,"date":"2022-03-22T14:42:53","date_gmt":"2022-03-22T14:42:53","guid":{"rendered":"http:\/\/yhs.uyx.mybluehost.me\/en\/?p=2203"},"modified":"2025-03-12T10:17:44","modified_gmt":"2025-03-12T10:17:44","slug":"net-promoter-score-hub","status":"publish","type":"post","link":"https:\/\/www.zenloop.com\/en\/blog\/net-promoter-score-hub\/","title":{"rendered":"The NPS\u00ae"},"content":{"rendered":"<section         class=\"block-hero  no-margin padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\n\t\t<div class=\"grid \" style=\"grid-template-columns:1fr 1fr\">\n\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h1>The Net Promoter Score\u00ae (NPS\u00ae)<\/h1>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h4>Directly Determine Customer Satisfaction<\/h4>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"small-text\">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\u00ae with the Net Promoter Score (abbreviated: NPS) at its core, companies can use a simple and proven methodology to <strong>collate and evaluate customer satisfaction through direct feedback.<\/strong><\/p>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"col flex-center image-side \">\n\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"600\" height=\"314\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/Net-Promoter-Score-Header.svg\" class=\"attachment-full size-full\" alt=\"Net Promoter Score-Header\" \/>\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin small-padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 1fr\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<p>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\u00a0<strong>honest customer feedback<\/strong>\u00a0where each participant can justify their answer in the accompanying text field. The same question is always asked: \u201eHow likely are you to recommend X to a friend or colleague\u201c, where the name of the company, product purchased or the service used takes the place of \u201eX\u201c.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-contents  small-margin-bottom no-padding\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t<div class=\"contents-area\">\n\t\t\t\t\t\t\t<h3>Table of Contents<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<ol>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t<strong class=\"main-section\"><a href=\"#TheCustomerGroupsPromotersIndifferentsandDetractors\">The Customer Groups: Promoters, Indifferents, and Detractors<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t<strong class=\"main-section\"><a href=\"#ComparingtheNetPromoterScore\">Comparing the Net Promoter Score<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t<strong class=\"main-section\"><a href=\"#ConductingMicroSurveystoDetermineNPS\">Conducting Micro Surveys to Determine NPS<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t<strong class=\"main-section\"><a href=\"#IndividualizingNPSSurveys\">Individualizing NPS Surveys<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t<strong class=\"main-section\"><a href=\"#PracticalcalculationoftheNetPromoterScore\">Practical calculation of the Net Promoter Score<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"sub-section-item\">\u2022 <a href=\"#ManualCalculation\">Manual Calculation<\/a><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"sub-section-item\">\u2022 <a href=\"#AutomaticCalculationwithNPSFeedbackSoftware\">Automatic Calculation with NPS Feedback Software<\/a><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t<strong class=\"main-section\"><a href=\"#KeepinginTouchwiththeCustomerFeedbackLoops\">Keeping in Touch with the Customer: Feedback Loops<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t<strong class=\"main-section\"><a href=\"#CorrectlyUsingKnowledgeGainedThroughNPS\">Correctly Using Knowledge Gained Through NPS<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t<strong class=\"main-section\"><a href=\"#DeterminingEmployeeSatisfactionUsingeNPS\">Determining Employee Satisfaction Using eNPS<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ol>\n\t\t\t\t\t\t\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n<section         class=\"block-blog-section  no-margin small-padding-bottom\" style=\"background-image:url('');\" id=\"\"\n>\n\t\t<div class=\"container\" id=\"TheCustomerGroupsPromotersIndifferentsandDetractors\">\n\t\t<h2 class=\"section-title\">The Customer Groups: Promoters, Indifferents, and Detractors<\/h2>\n\t\t\t\t\t\t\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 1fr\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<p>After collecting data, the Net Promoter Score is determined based on the\u00a0<strong>three possible groups that the customers fall into<\/strong>:\u00a0<strong>Promoters<\/strong>\u00a0(fans),\u00a0<strong>Indifferents<\/strong>\u00a0or\u00a0<strong>Passives<\/strong>\u00a0(undecided), and\u00a0<strong>Detractors<\/strong>\u00a0(dissatisfied). The total score for the evaluated company derives from the percentage of promoters minus the percentage of detractors. Depending on the value, the value is between -100 and +100. The lower the calculated value, the less satisfied the customers are and the less likely they would recommend the company.<\/p>\n<p>The three customer groups that are distinguished from one another on the basis of NPS are characterized in detail as follows:<\/p>\n<ul>\n<li><span style=\"color: #66d6c0\"><strong>Promoters<\/strong><\/span>\u00a0(9-10 points on the scale):<br \/>\nThese\u00a0<a title=\"Learn more\" href=\"https:\/\/www.zenloop.com\/en\/resources\/retention\/promoters\">\u201cfans\u201d of a company<\/a>\u00a0are a very significant group. They are loyal customers who actively recommend the brand and thus help to win new customers. The goal of the effort should be to attract as many promoters as possible.<\/li>\n<li><span style=\"color: #7d899a\"><strong>Indifferents<\/strong>\u00a0or\u00a0<strong>Passives\u00a0<\/strong><\/span>(7-8 points on the scale):<br \/>\nThese are &#8220;passive\u201c customers who have already bought but are now more of an undecided. They are not 100 percent satisfied and a recommendation is rather unlikely.<\/li>\n<li><span style=\"color: #ff3273\"><strong>Detractors<\/strong><\/span> (0-6 points on the scale):<br \/>\nThese critics do not have a good opinion of the company and advise friends, acquaintances, and other potential new customers not to buy. This can be based on a single bad experience with a service or product.\u00a0<a title=\"Article: Reasons to Engage with Detractors\" href=\"https:\/\/www.zenloop.com\/en\/resources\/retention\/detractors\" target=\"_blank\" rel=\"noopener\">Detractors are important drivers of improvement<\/a>\u00a0and their comments should be taken very seriously.<\/li>\n<\/ul>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<\/div>\n<\/section>\n\n<section         class=\"block-blog-section  no-margin small-padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t\t<div class=\"container\" id=\"ComparingtheNetPromoterScore\">\n\t\t<h2 class=\"section-title\">Comparing the Net Promoter Score<\/h2>\n\t\t\t\t\t\t\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 1fr\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<p>The data obtained\u00a0<strong>clearly shows the marketing department which way the wind is blowing<\/strong>\u00a0and highlights potential for both improvement and new strategies. Ongoing use of\u00a0<strong>NPS enables benchmarking,<\/strong>\u00a0both for internal control and for external comparison with competitors. By comparing your previous values with current ones, you can also track the relative success of your own strategy implementation. This supports companies in maintaining their competitiveness. Evaluating the additional comment provides the company also receives unfiltered feedback and therefore valuable information on the specific customer pain points. Such customer feedback is of enormous value for the further development of every company<\/p>\n<p>In short, a comparison of scores with that of competitors or, if applicable, your own partner company only makes sense within the same country and industry. Mentality and service expectations differ from country to country. For example, the average\u00a0<strong><a title=\"Article: NPS in Germany\" href=\"https:\/\/www.zenloop.com\/en\/resources\/retention\/nps-in-germany\">NPS in Germany<\/a>\u00a0falls generally rather low in international comparison<\/strong>. Whilst customers in the USA express their fullest satisfaction with a 10, this value is lower in Germany and China and is 7 to 8. In Malaysia too, the maximum value is 7, and points 8 to 10 are practically not used. In Germany, a rating between 7 and 8 can be considered very good, which must also be taken into account when evaluating the numbers.<\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<\/div>\n<\/section>\n\n<section         class=\"block-blog-section  no-margin small-padding-bottom\" style=\"background-image:url('');\" id=\"\"\n>\n\t\t<div class=\"container\" id=\"ConductingMicroSurveystoDetermineNPS\">\n\t\t<h2 class=\"section-title\">Conducting Micro Surveys to Determine NPS<\/h2>\n\t\t\t\t\t\t\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 1fr\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<p>The\u00a0<strong>Net Promoter System\u2018s greatest strength is its brevity<\/strong>\u00a0and the resulting\u00a0<strong>high response rate<\/strong>. These micro surveys are only 1-2 minutes long, meaning most customers are willing to invest the time to answer the survey. The request takes place in pop-up windows, e-mails, or at carefully chosen places on the website where the customer currently is.\u00a0<strong>Participation is easy and uncomplicated<\/strong>.<\/p>\n<p>Before carrying out the customer survey, it is vital to define what should actually be learned. This could be:<\/p>\n<ul>\n<li>Do customers know my products or do I have to change my communication strategy?<\/li>\n<li>Which product features are important to customers and which are less important?<\/li>\n<li>What expectations do customers have?<\/li>\n<\/ul>\n<p>Building on this, the survey can now be designed in just a few steps. This makes NPS surveys a relatively\u00a0<strong>simple tool for obtaining customer opinions<\/strong>. Once the survey goal is set, only a few factors need to be considered. It is however recommended to start with a general customer satisfaction survey before targeting individual touchpoints.<\/p>\n<p><strong>NPS micro surveys can be divided into two kinds:<\/strong><\/p>\n<ol>\n<li><strong>NPS Relationship Survey<\/strong>: used to measure customer loyalty and the general attitude towards a brand. This shows which touchpoints and processes have problems that need to be examined in more detail.<\/li>\n<li><strong>NPS Transactional Survey<\/strong>: is an instrument for measuring customer satisfaction at <a href=\"https:\/\/www.zenloop.com\/en\/blog\/touchpoint-analysis\/\">specific touchpoints<\/a> or for certain interactions &#8211; it can be carried out, for example, after purchase and again after delivery.<\/li>\n<\/ol>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-4115\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/201022-zenloop-Article-Graphic-6-Neukundengewinnung-NPS-Umfrage-EN.jpg\" alt=\"New Customer Acquisition with the Net Promoter Score\" width=\"608\" height=\"328\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/201022-zenloop-Article-Graphic-6-Neukundengewinnung-NPS-Umfrage-EN.jpg 608w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/201022-zenloop-Article-Graphic-6-Neukundengewinnung-NPS-Umfrage-EN-300x162.jpg 300w\" sizes=\"auto, (max-width: 608px) 100vw, 608px\" \/><\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-2210 size-medium\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/NPS-Follow-Up-EN-228x300.jpeg\" alt=\"NPS-Follow-Up-EN\" width=\"228\" height=\"300\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/NPS-Follow-Up-EN-228x300.jpeg 228w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/NPS-Follow-Up-EN.jpeg 310w\" sizes=\"auto, (max-width: 228px) 100vw, 228px\" \/><\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<\/div>\n<\/section>\n\n<section         class=\"block-blog-section  no-margin small-padding-bottom\" style=\"background-image:url('');\" id=\"\"\n>\n\t\t<div class=\"container\" id=\"IndividualizingNPSSurveys\">\n\t\t<h2 class=\"section-title\">Individualizing NPS Surveys<\/h2>\n\t\t\t\t\t\t\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 1fr\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<p>Each survey should be tailored to its own target group, both in terms of design and content. It goes without saying that a survey\u00a0<strong>should fit into the design of the website or online shop<\/strong>\u00a0and should not be perceived as disturbing. This raises the participation rate. Setting up the survey\u00a0<strong>based on the language used by the target group<\/strong>\u00a0removes an additional hurdle to participation.<\/p>\n<p>Another important aspect is the individual design of the NPS scale. While it ranges from 1 to 10 by default, companies can\u00a0<strong>increase the meaningfulness of the Net Promoter Score<\/strong>\u00a0by adjusting and shortening the scale. However, it should always have an odd number of values in order to make neutral opinions possible. Since many factors such as usage habits, education, and age are often not known, it is important to make the scale as simple as possible.<\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<div class=\"blog-sub-section\" id=\"\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"section-title\"><\/h3>\n\t\t\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 1fr\">\t\t\t\t\t\t\t\n\t\t\t\t\t<div class=\"col \">\n\t\t\t\t\t\t<h3><span class=\"\" style=\"display:block;clear:both;height: 0px;margin-top: -40px;border-top-width:0px;border-bottom-width:0px;\"><\/span>Time Intervals for Determining NPS<\/h3>\n<p>Raising and increasing customer satisfaction is an effort that companies\u00a0<strong>should track permanently<\/strong>\u00a0to stay competitive in rapidly changing markets. The combination of\u00a0<strong>ongoing, selective use of relationships and transactional surveys<\/strong>\u00a0brings optimal results. Companies typically collect the Net Promoter Score quarterly, semi-annually, or annually. However, analysis at shorter intervals offers the opportunity to react faster to customer dissatisfaction and \u201eturn the frown around\u201c.<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n<\/section>\n\n<section         class=\"block-blog-section  no-margin small-padding-bottom\" style=\"background-image:url('');\" id=\"\"\n>\n\t\t<div class=\"container\" id=\"PracticalcalculationoftheNetPromoterScore\">\n\t\t<h2 class=\"section-title\">Practical calculation of the Net Promoter Score<\/h2>\n\t\t\t\t\t\t\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 1fr\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<p>Once the survey results have been processed, the calculation begins. Basically, the score is made up of the difference between detractors and promoters. It can be calculated in two ways.<\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<div class=\"blog-sub-section\" id=\"ManualCalculation\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"section-title\">Manual Calculation<\/h3>\n\t\t\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 1fr\">\t\t\t\t\t\t\t\n\t\t\t\t\t<div class=\"col \">\n\t\t\t\t\t\t<p>The sequence of events is as follows:<\/p>\n<ul>\n<li>Allocation of the individual scale values to the customer groups (detractors, indifferents, and promoters)<\/li>\n<li>Allocation of the respondents to the three customer groups<\/li>\n<li>Determination of the total sum of all answers within each group<\/li>\n<li>Determination of the percentage: the respective sum of the three groups is divided by the total number of answers<\/li>\n<li>The percentage of the detractors is subtracted from the percentage of the promoters<\/li>\n<li>The result is a number that ranges between -100 and +100<\/li>\n<\/ul>\n<p>This number thus obtained is the Net Promoter Score, which serves as a\u00a0<strong>benchmark for corporate development<\/strong>\u00a0and gives a good overview of the general level of customer satisfaction. This in turn shows whether the corporate strategy works or should be adjusted.<\/p>\n<p>The online calculation of the NPS can be done with our\u00a0<strong><a href=\"https:\/\/www.zenloop.com\/en\/nps-calculator\/\" target=\"_blank\" rel=\"noopener\">zenloop online NPS calculator<\/a>.<\/strong><\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<div class=\"blog-sub-section\" id=\"AutomaticCalculationwithNPSFeedbackSoftware\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"section-title\">Automatic Calculation with NPS Feedback Software<\/h3>\n\t\t\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 1fr\">\t\t\t\t\t\t\t\n\t\t\t\t\t<div class=\"col \">\n\t\t\t\t\t\t<p>If manual calculation is too tedious, you should consider looking at the\u00a0<a href=\"https:\/\/zenloop1.wpengine.com\/en\" target=\"_blank\" rel=\"noopener\">zenloop NPS feedback software<\/a>. With it, evaluation and feedback are automatically collected, semantically evaluated, tagged, and made available as reports. This intelligent software solution saves time and delivers in-depth\u00a0<strong>insights almost at the push of a button<\/strong>. The smart system uses semantic analysis to recognize the customer\u2019s written feedback and categorize it into groups defined by the company.\u00a0<strong>Permanent monitoring allows for trend detection<\/strong>\u00a0and thus supports both short and long-term strategic decisions. Real-time feedback enables short reaction times and critical aspects can be immediately forwarded to the appropriate internal spot.<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n<\/section>\n\n<section         class=\"block-blog-section  no-margin small-padding-bottom\" style=\"background-image:url('');\" id=\"\"\n>\n\t\t<div class=\"container\" id=\"KeepinginTouchwiththeCustomerFeedbackLoops\">\n\t\t<h2 class=\"section-title\">Keeping in Touch with the Customer: Feedback Loops<\/h2>\n\t\t\t\t\t\t\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 1fr\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<p>On their\u00a0<strong>way from prospect to customer<\/strong>, the user interacts with the company at many points on the customer journey. Continuous surveys within the Net Promoter System provide information about satisfaction all along this path &#8211; but the choice of touchpoints to survey depends on the goal and type of feedback needed. The\u00a0<strong>multi-stage process of collecting feedback and the company\u2019s response<\/strong>\u00a0to it takes place within<strong>\u00a0<a title=\"Article: Feedback Loops\" href=\"https:\/\/www.zenloop.com\/en\/blog\/feedback-loops\/\">feedback loops<\/a>\u00a0<\/strong>which usually come to an end with the completion of a purchase or the handling of a complaint.<\/p>\n<p>The enterprise\u00a0<strong>analyzes the feedback received from customers<\/strong>\u00a0along the customer journey and\u00a0<strong>converts these into concrete measures<\/strong>\u00a0which may then also entail further customer interactions. In this way and under certain circumstances customer behavior can be influenced. A short online survey could be activated after the end of a service call, or immediately after completing a purchase, for example.<\/p>\n<p>An optimally executed feedback loop opens the door to requesting positive customer reviews on evaluation platforms. It is important to inquire about satisfaction shortly after customer interaction with the company is completed, for example after delivery. If the customer journey passes through feedback loops that\u00a0<strong>convert negative aspects into positive experiences<\/strong>, the customer is now willing to give a good rating. Now is the right time to actively suggest that he submit a review on a preferred platform.<\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-2212 alignnone\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/2022\/03\/Article-Graphic-3-DerNPS-Feedback-Loop-EN.svg\" alt=\"Keeping in Touch with the Customer: Feedback Loops\" width=\"227\" height=\"377\" \/><\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<\/div>\n<\/section>\n\n<section         class=\"block-blog-section  no-margin small-padding-bottom\" style=\"background-image:url('');\" id=\"\"\n>\n\t\t<div class=\"container\" id=\"CorrectlyUsingKnowledgeGainedThroughNPS\">\n\t\t<h2 class=\"section-title\">Correctly Using Knowledge Gained Through NPS<\/h2>\n\t\t\t\t\t\t\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 1fr\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<p><strong>Brand promoters are worth their weight in gold<\/strong>. They are satisfied, passionate advocates of the company and valuable multipliers. With strategic\u00a0<a title=\"Article: Tips for Successful Referral Marketing\" href=\"https:\/\/www.zenloop.com\/en\/resources\/retention\/referral-marketing\">referral marketing<\/a>, one can\u00a0<strong>take advantage of promoters&#8217; beliefs<\/strong>.<\/p>\n<p>Satisfied customers usually recommend a company to:<\/p>\n<ul>\n<li>Friends, acquaintances, and family<\/li>\n<li>Existing and past customers<\/li>\n<li>Users of online networks, forums, and social media<\/li>\n<li>Their wider environment, for example, neighbors<\/li>\n<\/ul>\n<p>With the\u00a0<strong>targeted use of special offers and programs\u00a0<\/strong>\u2013 for example, a customer recruiting program \u2013 marketers can increase the referral rate. The\u00a0<strong>influence of influencers<\/strong>\u00a0should not be underestimated!<\/p>\n<p><strong>Detractors should not be written off either<\/strong>. Using the right kind of preventive and reactive measures can ensure winning back dissatisfied customers.<\/p>\n<p>And it can be worth it: keeping an existing customer costs an online retailer an average of five to seven times less money than winning over a new one. The ROI (return on investment) in e-commerce is therefore significantly higher for existing customer loyalty than for new customer acquisition.<\/p>\n<p>If you pay attention to the warning signals transmitted by customers who are leaving, you can react early and prevent the death of the business relationship. Indications of growing dissatisfaction can be a:<\/p>\n<ul>\n<li>Drop in turnover<\/li>\n<li>Define in orders<\/li>\n<li>Decrease in contact frequency<\/li>\n<\/ul>\n<p>For the planning \u2013 and especially prioritization \u2013 of concrete measures, it is important for the company to know the value of each customer. The\u00a0<a title=\"Article: Customer Lifetime Value\" href=\"https:\/\/www.zenloop.com\/en\/resources\/retention\/customer-lifetime-value-calculate-increase\" target=\"_blank\" rel=\"noopener\">customer lifetime value<\/a>\u00a0is a key metric that classifies this figure. It is made up of the sum of the purchases made so far and this customer\u2018s forecast earnings. The higher this calculated value, the more the investment is worthwhile in increasing the satisfaction and customer loyalty of that customer.<\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<\/div>\n<\/section>\n\n<section         class=\"block-blog-section  no-margin no-padding\" style=\"background-image:url('');\" id=\"\"\n>\n\t\t<div class=\"container\" id=\"DeterminingEmployeeSatisfactionUsingeNPS\">\n\t\t<h2 class=\"section-title\">Determining Employee Satisfaction Using eNPS<\/h2>\n\t\t\t\t\t\t\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 1fr\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<p>In addition to using the Net Promoter Score with customers, it can also deliver\u00a0<strong>important insights into employee satisfaction<\/strong>. If the Net Promoter System is combined with the collection of the\u00a0<a title=\"Article: eNPS\" href=\"https:\/\/www.zenloop.com\/en\/resources\/enps-employee-net-promoter-score\/\" target=\"_blank\" rel=\"noopener\">eNPS (Employee Net Promoter Score)<\/a>, 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.<\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  margin-top padding-top\" style=\"background-color:#ecedef;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\t5fr 7fr\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<h2 class=\"demo-module__headline h2\">Determine NPS with zenloop<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 30px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/h2>\n<p><a class=\"button\" href=\"https:\/\/www.zenloop.com\/en\/request-demo\">Request a free demo<\/a><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-807 size-full\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-bottom-of-the-page-visual.png\" alt=\"Demo module\" width=\"1000\" height=\"515\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>","protected":false},"excerpt":{"rendered":"<p>Directly Determine Customer Satisfaction<\/p>\n","protected":false},"author":2,"featured_media":7829,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"two-col-blog.php","format":"standard","meta":{"_acf_changed":true,"inline_featured_image":false,"footnotes":""},"categories":[21],"tags":[16],"class_list":["post-2203","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-net-promoter-system"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.6 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The Net Promoter Score\u00ae (NPS\u00ae)<\/title>\n<meta name=\"description\" content=\"The smart Net Promoter System\u00ae (NPS) uses short surveys to determine customer satisfaction. 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