Want to understand the Net Promoter Score® and how it can help your business grow? Start here.
The Net Promoter question
The Net Promoter Score (NPS), is the world's leading metric for measuring customer loyalty and happiness. Research has shown it to be highly predictive of future growth.
Calculating your NPS starts with asking your customers the Net Promoter question: how likely – on scale of 0 to 10 – would they be to recommend your product or service to a friend or colleague?
When you send a NPS survey to your customers, you’re turning the concept of brand loyalty into a solid number you can measure and track over time.
Unhappy customers who can hurt your brand through negative word-of-mouth
Satisfied but indifferent customers who could be swayed by the competition
Loyal customers who keep buying and referring to others
Benchmarking your NPS
Although a “good” NPS varies by company size, industry, and location, the higher your score, the healthier your company is. When you power your NPS program with SurveyMonkey CX, you get our industry-leading NPS Benchmarks built in, so you can instantly know how your score compares to similar companies.
5 reasons why NPS works
Survey says: NPS is good for business
We surveyed more than 600 businesses and found that of those who use NPS...
Close The Loop
Using NPS to improve the customer experience in your business
There’s more to your NPS than just scoring overall customer satisfaction. Once you’ve identified your Promoters, Passives, and Detractors through your NPS survey, close the loop with personalized follow-up communications to each group.
Customers can quickly flip from Detractor to Promoter with the right kind of targeted attention, so look at each rating as a way to gain important insights. Two ways CX helps you close the loop: