Net Promoter Score
The Net Promoter Score (NPS) is an index that measures the willingness of customers to recommend a company’s products or services to others. It is used to measure the customer’s overall satisfaction with a company’s product or service and the customer’s loyalty to the brand.
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What does Net Promoter Score mean ?
The Net Promoter Score can be used as a key measure of a customer’s overall perception of a brand. It is a crucial component of customer experience management (CEM).
Advantages and disadvantages of the NPS
How is the Net Promoter Score calculated?
Customers are asked to rate the likelihood of recommending the company or brand to a friend or colleague on an 11-point scale. Customers are divided into three categories based on their rating:
- “Critics” gave a rating of 6 or below.
- “Passives” gave a score of 7 or 8
- “Promoters” responded with a score of 9 or 10
They are not particularly enthusiastic about the product or service. They are most likely to stop buying from the company and could potentially damage the company’s reputation.
. They are reasonably satisfied, but not to the point of excessive word of mouth.
. They love the company’s products and services. They are repeat buyers who recommend the company’s products and services to other potential buyers.
For more information on this topic, click here:
https://www.business-wissen.de/wie-der-net-promoter-score-berechnet-wird
https://www.anovum.com/nps-pdf
https://de.wikipedia.org/wiki/Net_Promoter_Score
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