Here's what you need to know about Net Promoter Scores?

Key quotes:

• "If you wanted to know what customers think about a new feature, you could show the NPS survey when they use it: by restricting the display of the survey to specific screens of your app (in Userpilot you can determine this in the NPS > Targeting tab): The downside of the in-app approach is that it can sometimes distract from your product."
• "Get Access Depending on the tool you choose, you will be either able to directly see e.g."
• "the NPS score next to your user analytics, or you will be able to download your user behaviour data (e.g."
• "frequency of logins, most visited pages etc.) in CSV and match that with their NSP score by email: In Userpilot, you can also use NPS score to filter your users: E.g."
• "search users’ activity levels by a specific NPS: While your overall NPS is indicative of how your customers generally feel about your product, that one number alone doesn’t tell you much."
• "There’s no point in collecting and analyzing NPS data if you aren’t going to improve your product with it, or use it to make the most of your loyal customers."

Transcript: You may have heard of Net Promoter Score which is often referred to as NPS it's a popular customer experience metric let's examine what it is Walt Disney once said do what you do so well does they want to see it again and bring their friends he understood the incredible value of customers who actively recommend a company NPS is a measurement system that helps companies track and increase the likelihood of customers recommending an organization first of all let's describe the actual NPS measurement it begins by asking customers a simple question how likely are you to recommend this company to a friend or relative customers choose a response from an eleven point scale that goes from zero not at all likely to ten extremely likely based on their responses customers are placed into one of three categories if they choose between zero and six then they are called detractors if they choose seven or eight than they are called passes if they choose nine or ten then they are promoters NPS is calculated by taking the percentage of promoters and subtracting the percentage of detractors you then multiply the percentage by 100 to get a whole number... See more →

Key quotes:

• "Tip #3: Know when to measure NPS Generally speaking, you should measure NPS immediately after the end of your customer’s full experience with your product or service."
• "When I was Chief Product Officer at Keaton Row, an online personal styling platform, we asked the NPS question immediately after our customers had received their personalized digital lookbook — a collection of recommended clothes, curated by a stylist, based on the client’s body shape, style preferences, and needs."
• "As harsh as it was to accept, the 30-day NPS was our truest score, as it was an accurate measure of our customer’s full experience with our service."
• "When filtering for detractors responses, you can learn what’s not working and use the feedback to guide your operations and product roadmap."
• "Tip #5: Do something about it As a result of what we learned at Keaton Row, we prioritized a project to automate the returns process, surfaced more accurate inventory and out-of-stock information to our customers, and increased the number of customer service staff across different time zones."
• "Why would you not measure how your customers feel about your product, and use it to get better?."

Key quotes:

• "Net Promoter Score is a metric that helps you find customer loyalty through a simple straightforward question being ‘On a scale of 0–10, how likely are you to recommend us to your friends or family?’ Now those of you who are yet to use the benchmark will be skeptical."
• "To put in simple words, the net promoter score calculation includes surveying your customers by asking them the likelihood of recommending the product to their friends/family on a scale of 0–10."
• "After conducting the survey, the click-free dashboards of NPS software like SurveySparrow delivers you the result i.e the overall Net Promoter Score, the number of respondents, the fluctuation in scores, etc."
• "The best part is that you can gauge customer loyalty through a metric as simple as the Net Promoter Score."
• "Collect NPS at regular intervals (do not bombard your customers with NPS surveys every now and then), get your net promoter score calculation done through the most effective methods, analyze the score, follow-up, find out what your customers like and dislike about your brand, take actions, observe the progress, close the feedback loop and simply watch growth takeover your enterprise!."

Transcript: Hello everyone, I am Riccardo Osti and on a daily basis I helpthe worlds best brands to become more successful by investing in the consumerexperience. Among all the metrics that companies use tomeasure their performance, one that has got much attention in the last ten years is forsure the NPS, or net promoter score The NPS measures the willingness of customersto recommend your product or service to others. It is a score on a scale from 1 to 10, wherecustomers evaluate themselves. Based on the given answers, customers areclassified into three categories. Detractors, who gave a score from 1 to 6,are basically people that are not satisfied with your product, and of course, are far away from recommending it. Passives, who gave a score from 6 to 8, arepeople that are ok with your product but are not big fans either. Promoters, who gave a score from 9 to 10,are so excited about the experience with your product that would recommend it to others,acting as your ambassadors. The Net promoter score is then calculatedby subtracting the detractors from the promoters. It sounds like an interesting indicator, right? In fact, many of the largest companies inthe world use it extensively. For... See more →

Transcript: I think that you clicked on this video because your company's using a promoter score I'm going to assume that you spent a considerable amount of time and resources building the program launching it and then heard crickets after you sent your survey to your customers because your response rate is low I'm Michele Falcon and in this video I'm going to share five ways to increase your response rates to 60% or greater welcome to my YouTube channel where I teach you how to use customer experience and employee engagement strategies to build your business today I'm going to share how to increase your net promoter score response rate to get even more customer data to better your business for those not familiar Net Promoter Score is a customer survey system that companies like Apple American Express and Procter & Gamble use that ask two simple questions the first is on a scale from zero to ten where ten is absolutely and zero is absolutely not how likely are you to recommend company ABC to a friend or colleague the second question is based on the score you received in the first question if you received a zero to... See more →

Transcript: Hi I'm Camilla ray with M three planning and today we're going to talk a little bit about customer experience programs like the Net Promoter Score and one of the major hurdles organizations seem to have is actually using the information it's extremely important so let's get into the Net Promoter Score as an example in the best business-to-business realm if someone scores your company low on the net promoter score the zero to six realm what they're saying is they are not likely to recommend you to their friends or family so that should pose some kind of an alert for your management so what we do in our NPS programs is that we have recovery the alerts that go directly to the manager who has the power to positively impact that customers experience so the important thing about the recovery notices is it gets to them so email it text it do what you have to do they've got to be timely so within a few days a week two weeks might even be pushing it and make sure you come to a fair resolution for that customer people know that you can't solve everything and they know... See more →

Transcript: Hi my name is Camilla Rey and I'm with m3 planning what we're going to do today is talk about a way to measure your customer experience that matters and it's with the Net Promoter Score or MPs now what the Net Promoter Score is is it is one question that's the beauty of it it's how likely is it that someone recommend your company to their family and friends now what's important about that is they're putting their reputation on the line they're sticking their neck out for your company and that's extremely powerful so the way that it goes is when you survey people with NPS typically it's an 11-point scale if someone scores you high in the 9 or 10 area they're your promoters they'll are your word-of-mouth extended marketing force they'll pay more for your products most likely and they'll also try your new products and services so they're a really important group to please and stay happy the next are your passively satisfied they will score you in the middle at about 7 to 8 and they're ambivalent towards your services they're susceptible to your competitors offerings and they could be gone tomorrow you won't... See more →

Key quotes:

• "“How likely are you to recommend this company to a friend or colleague?” Understanding Net Promoter Score was among the first posts we published about NPS."
• "Net Promoter Score, also known as NPS, is a management tool that came into popularity over the last decade."
• "You’ve probably answered the famous “How likely are you to recommend (company, service or product) to a friend or colleague?” question."
• "Remarkably, this one simple statistic seemed to explain the relative growth rates across the entire industry; that is, no airline has found a way to increase growth without improving its ratio of promoters to detractor.” Not only was there a correlation between the likelihood question and repeat purchases, but that there was also a correlation with a company’s revenue growth."
• "“How likely is it that you would recommend (company, service or product) to a friend or colleague?” You’ve heard that question or some variation of it before."

Key quotes:

• "What is a good Net Promoter score to have? On the other hand, a perfect score of +100 would mean that all your customers, every last one of them, are happy and find your product/service highly recommendable."
• "A negative score means that your brand has more unhappy customers and negative word-of-mouth than people who enjoyed the experience you offered."
• "However, according to Bain & Co, a Net Promoter Score of 5 to 10 is the average for most companies — their unhappy customers are just as many as their happy customers."
• "For instance, the average NPS score for a property management company is -3."
• "Which means that by winning over even one more Promoter than the Detractors is already beating the average for a company in this industry."
• "The absolute method involves comparing your score to a loosely agreed upon standard for what a good score is, across all industries."