What is net promoter score?
Net Promoter Score is a statistic which indicates your customer’s loyalty. It shows you, how likely is the customer to recommend your services or products to other people. It also helps you discover customers, who are prone to churning.
Net Promoter Score analysis usually includes a series of questions to identify the reason behind your customers behavior, whether they are actively promoting your products or slacking behind.
Brief explanation of NPS
Discover the ins and outs of Net Promoter Score (NPS) and its pivotal role in driving business success. Gain a comprehensive understanding of what NPS is, how it is calculated, and why it holds significant importance for your organization. Explore how NPS has revolutionized the realm of customer service, enabling businesses to gauge customer loyalty and satisfaction.
Frequently Asked Questions
What is Net Promoter Score (NPS)?
Net Promoter Score (NPS) is a metric for assessing customer loyalty of a given company. It is an alternative measure to customer confidence. According to research by Bain & Company, NPS can increase the company's income.
How do you calculate NPS?
To calculate NPS, subtract the percentage of critics from the percentage of promoters. So e.g., if 50% of your respondents were promoters and 20% were critics, then the NPS result is 30%. The higher the percentage, the better for your business.
Can you measure NPS in LiveAgent?
You can measure Net Promoter Score with LiveAgent. As a user, you have access to all the tools needed to conduct surveys and measure customer satisfaction. LiveAgent offers integration with Nicereply. It is a fully customizable customer satisfaction survey tool. It provides many methods of distributing surveys to clients.
Expert note
NPS is a valuable metric for measuring customer loyalty and likelihood of recommending products. Use it to improve customer service and retain customers.
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My Favorite Customer Service Tip
To improve marketing, speak to customers in a friendly and relatable tone, use casual subject lines, and provide excellent support and easy navigation on your website.+
