The net promoter indicator is based on only 2 simple questions for our clients.
Through a fully customizable survey, SatisFactor will compile the answers of your customers and will present it to you in detail along with other metrics in your Dashboard Control.
The second question consists of a form and that's when the real power of the NPS goes into game. Allows the customer to explain the rating with their words delivering information key that will allow you to improve your service effectively.
Based on the qualification of each client (0-10), they will be segmented according to their score in one of these 3 categories:
DETRACTORSThey vote between 0-6
Annoying or unsuspecting customer, will leave our service as soon as possible and worse, will speak ill of our service.
PassiveThey vote between 8-7
Client that can leave us at any time and that could become a Detractor.
PROMOTERSThey vote between 10-9
Satisfied customer, will recommend our company to other people and will attract to potential customers.
Once you have segmented your clients, you calculate the NPS® average of your business in a very simple way, whose value can vary between -100 and +100. Some actions to improve your indicator are:
Some benefits of using NPS® in your company are: