{"id":2254,"date":"2022-03-23T11:07:27","date_gmt":"2022-03-23T11:07:27","guid":{"rendered":"http:\/\/yhs.uyx.mybluehost.me\/en\/?p=2254"},"modified":"2024-11-20T10:01:02","modified_gmt":"2024-11-20T10:01:02","slug":"nps-surveys","status":"publish","type":"post","link":"https:\/\/www.zenloop.com\/en\/blog\/nps-surveys\/","title":{"rendered":"What Are NPS\u00ae Surveys?"},"content":{"rendered":"
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What Are NPS\u00ae Surveys?<\/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

Improve Business Success with the Right Questions.<\/h4>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t

If you don\u2018t ask, you\u2018ll never know! That\u2018s a lesson that we learn from a young age. It\u2018s when companies take this proverb to heart that they can improve their customer relationships and use targeted questions to increase their sales \u2013 the Net Promoter System makes it possible.<\/p>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t\t\t\t\t\t\t\t\"What\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n<\/section>\n\n
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When customers are asked for feedback at key interaction points on the website, they act as an\u00a0endless source of information.\u00a0<\/strong>Website surveys give a deeper insight than the statistical evaluation of endless clicks. They provide a\u00a0forum for suggestions and a channel for deeper customer insights.<\/strong>\u00a0The results allow companies to\u00a0create profiles of their customers, accurately identify customer needs, or measure the impact of new products, websites, or experiences.<\/strong><\/p>\n

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 \u2014 the\u00a0Net Promoter Score.<\/a><\/strong><\/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

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Table of Contents<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
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  1. \n\t\t\t\t\t\tHow Are Online NPS Surveys Built?<\/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\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
  2. \n\t\t\t\t\t\tHow Are NPS Surveys Used?<\/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
  3. \n\t\t\t\t\t\tWhen Should NPS Surveys Be Sent?<\/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
  4. \n\t\t\t\t\t\tHow Can You Vary The NPS Question?<\/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\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
  5. \n\t\t\t\t\t\tHow does one draw qualitative or quantitative from 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
  6. \n\t\t\t\t\t\tHow Do NPS Surveys Differ from Ordinary Online 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
  7. \n\t\t\t\t\t\tSummary<\/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
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    How Are Online NPS Surveys Built?<\/h2>\n\t\t\t\t\t\t\t\t
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    NPS surveys follow the \u201eKISS\u201c principle (Keep It Short and Sweet) and these so-called\u00a0micro-surveys<\/strong>\u00a0impress with their short and simple structure. Both companies and participants profit from such an approach. As the survey takes only one to\u00a0two minutes<\/strong>, it is not particularly time-consuming for the participants and companies benefit from a\u00a0high number of participants<\/strong>. At the same time, NPS surveys are capable of winning over support from the board and management. They are not only easy to understand, but also\u00a0require no complicated analysis<\/strong>. Even the choice of words is simple. In the best-case scenario, it is based on the language used by the target group. After all, participation should bring joy and not be an annoying duty.<\/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

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    The\u00a0standard NPS question<\/strong>\u00a0asks the customer\u00a0to rate the surveyed product, company, or service on a scale<\/strong>. This scale ranges\u00a0from 0 (very unlikely) to 10 (very likely)<\/strong>, but\u00a0other scales\u00a0can also be used. Based on their answer, participants are divided into\u00a0promoters<\/a>\u00a0(9-10), passives (7-8), and\u00a0detractors<\/a>\u00a0(0-6). The higher the number a customer chooses, the more likely he or she is to recommend the company. The default NPS question is:<\/p>\n

    “How likely is it that you would recommend us \/ our product \/ our process (brand\/product\/touch point) to a friend or colleague?”<\/em><\/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

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    For Fred Reichheld, the developer of the Net Promoter Score, this is the only important question. Why? His research revealed that the Net Promoter Score is the\u00a0most effective measurement<\/a><\/strong>\u00a0of customer satisfaction<\/strong>. Only\u00a0really\u00a0<\/strong>satisfied customers<\/a>\u00a0recommend a product or service to friends or acquaintances.\u00a0<\/strong><\/p>\n

    The evaluation question is then followed by an open question. Here the customer is asked to justify their choice of score:<\/p>\n

    What is the most important reason for the review you just gave?\u00a0<\/em><\/p>\n

    An empty text field offers the possibility to express praise and criticism in detail. The open question does not follow the evaluation question without reason \u2013 customers are more willing to give additional feedback in text form when the question relates to a review they have previously given. Organizations get to know the experiences and thoughts of their customers in more detail. Finally, the\u00a0Net Promoter Score is\u00a0calculated from all responses<\/a>, which can range\u00a0between +100 and -100<\/strong>\u00a0depending on the willingness of the customers to recommend. The NPS survey can also be used to\u00a0determine employee loyalty<\/strong>. In this case, it is called the\u00a0ENPs or Employee Net Promoter Score<\/a>.<\/strong><\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t

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    \"NPS-Follow-Up\"<\/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

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    How Are NPS Surveys Used?<\/h2>\n\t\t\t\t\t\t\t\t
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    Many roads lead to Rome \u2013 the micro survey can be shared with the customer in different ways. It can be questioned directly in the shop, via email, online questionnaire, SMS, or within a mobile app. In most cases, however, the NPS survey takes place online in the following ways:<\/p>\n