Propaganda determines. Every company would like a customer who is satisfied with its offerings and products, because first, they will buy the product again and second, they will recommend the company to their close circle.
How to measure customer satisfaction without spending too much time and money?
Net Promoter Score (NPS) is a simple index that has become quite popular in recent years. It can be calculated using a questionnaire that can be delivered on a screen in a store, via email, online, via text message, or via a mobile app.
The main question is: "How confident are you that you would recommend our product, service, company, and brand to a friend or relative?"
Responses are measured on a rating scale from 0 (unthinkable) to 10 points (definitely recommend), and are often followed by a follow-up question: "What is your assessment based on?"
To calculate the Net Promoter Score, user responses are divided into three categories:
Promoters are users who rate 9 or 10. They are so into your
They are so impressed with the products and services offered by you that they will recommend you to others. These are usually among the number of regular customers.
Customers who give you a score of 7 or 8 are considered passive customers. They are satisfied with you, but not enthusiastic. They feel less connected to your company and do not share their experiences with you with others. Neither negatively nor positively.
Detractors are those who give you a score of 1 to 6. These are likely customers who are so dissatisfied that they will never buy from you again and will not recommend you to others. They can even harm your company in the long run.
To calculate Net Promoter Scores, the percentage of promoters is subtracted from the percentage of critics.
| Net Promotor Score (NPS) = Promoters (%) – Detractors (%) |
Consider the following example: Out of 100 respondents, there are 18 detractors, 24 passives, and 56 promoters. Using the formula above, the Net Promoter Score would be 18%.
What percentage is considered positive data? There are different opinions here, but it is desirable that the result exceeds 30%. And if you want a good result, then 50%.
For Net Promoter Score to serve its purpose, you need to ask critics why they gave you a low score, and you need to ask promoters what specifically they are satisfied with. This way, you can study your customers' attitude towards you and determine their level of satisfaction.
