NPS stands for “net promoter score,” a customer satisfaction metric used to gauge how likely someone is to recommend your product or service to others.
The score is calculated by asking customers to rate their level of satisfaction on a scale of 0-100. After that, you subtract the percentage of people who are “detractors” (those who rated their satisfaction as 0-60) from the percentage of people who are “promoters” (those who rated their satisfaction as 80-100).
NPS can be an essential metric for businesses because it can give them insight into how likely their customers are to recommend them to others, leading to more business.
Through surveys, NPS can also give businesses feedback on what they are doing well and where they need to improve. These surveys can be sent to customers after they purchase or interact with customer service.
Plus, automated surveys can help businesses boost customer experiences even when working on lean teams or facing high workloads.
One of the best software for creating surveys is Typeform. Typeform makes it easy to create beautiful, interactive surveys that can be sent to customers via email or embedded on your website.
Another excellent software for creating surveys is SurveyMonkey. SurveyMonkey also offers a variety of features, such as the ability to create custom questions and embed surveys on your website.
NPS is a valuable metric for businesses of all sizes. Still, it is essential for small businesses because they often rely on word-of-mouth marketing to grow their customer base.