Do you know what this methodology is about? If you don't know it, don't worry! In this article we will explain its meaning, its importance for a company's objectives , how to calculate it and other things you should know about the NPS.
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What is NPS or Net Promoter Score?
This methodology, created in 1993 by American business grenada email list 18731 contact leads strategist Fred Reichheld, focuses on measuring the loyalty of a company's customers based on recommendations.
To do this, it relies on a simple but powerful question: " On a scale of 0 to 10, how likely are you to recommend our products/services to a friend? "
Furthermore, this crucial question can be accompanied by open questions, as long as they are simple to answer. One of them is "why would you recommend our products/services?"
In turn, the results of this survey become a metric that allows us to understand people's behavior when they buy and recommend a company's products and services.
Why is the Net Promoter Score important for companies?
The results of this survey are valuable for various areas, especially for marketing and sales. In addition, the NPS provides the highest management levels with different solid data, which can optimize decision-making.
Specifically, the Net Promoter Score offers brands the following advantages:
Help improve user experience
Calculating the NPS allows you to know the levels of customer satisfaction and, therefore, helps to identify aspects to improve in order to optimize the user experience .
The NPS and its results are useful for carrying out internal analyses and detecting areas in which performance is not adequate.
Allows you to measure loyalty programs
Loyalty programs are systems that encompass marketing actions and strategies that encourage customers to frequently purchase new products from the same company.
Specifically, the Net Promoter Score allows us to measure how effective these programs are after a certain period of implementation and whether they are generating the expected impact on users.
