Net Promoter Score (NPS) Survey
A multidimensional approach to measuring customer experience focused on handling detractors!
Net Promoter Score (NPS) Survey
A multidimensional approach to measuring customer experience focused on handling detractors!
What is the Net Promoter Score (NPS)?
Discover the importance of the Net Promoter Score (NPS) in customer experience management. The NPS is a key indicator used to measure customer satisfaction and loyalty. It is based on a single question asked in an NPS survey: “On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?”
Here are the main types of NPS:
Transactional
The “interventionist” NPS, measured immediately after a customer transaction, allows for quick interventions to improve operations, although it is less stable and more contextualized. It is a powerful management tool for operations.
Relational
The “informational-interventionist” NPS is generally measured among customers familiar with the company but whose last transaction dates back (Lanla recommends a minimum of three months). Responses are influenced by the company’s reputation, making it sensitive to specific events. Being more stable and comparable, it serves as a marketing tool to guide your company’s strategy.
Comparative
The “informational” NPS measures the perception of people familiar with your company or a competitor but without recent transactions, offering a stable comparison, sensitive to reputation and often used by senior management and boards of directors.
Employees (eNPS)
The “informational-interventionist” NPS assesses employee satisfaction, often in the context of engagement surveys, allowing you to target actions to improve employee engagement and the quality of the customer experience.
Maximize the impact of the NPS by fostering a detractor management culture and gain insights into how the NPS can be a strategic asset in the future of your business.
Key Benefits of the Net Promoter Score
The NPS is easy to measure
With just one question compared to “composite” indices that require multiple questions.
The index is highly credible
With several studies demonstrating its strong positive correlation with the profitability of a company.
It allows you to position yourself against competitors
With several comparable data available to position yourself in your industry and against your competitors (provided that data collection methods and index calculation are similar).
FAQ
How to calculate NPS?
Based on NPS survey responses, customers are classified as promoters (scores of 9-10), passives (7-8) or detractors (0-6). The meaning of the NPS rate thus reflects the balance between satisfied and dissatisfied customers. NPS is calculated using the following formula:
NPS = % of promoters – % of detractors. The rate obtained varies between -100 and +100.
But what is a good NPS rate? In general, an NPS rate above 30 is considered good, and above 50 excellent. The NPS rating scale helps to situate a company’s overall performance from the customer’s point of view. The NPS rate allows you to quickly visualize customer perception and identify areas for improvement to strengthen loyalty and support company growth.
The Lanla Benefits
Together, we create the future of your business!
01
Credibility
Benefit from Lanla’s expertise for a comprehensive understanding of your NPS.
02
Valuable Insights
Gain in-depth analyses for strategic and informed decision-making.
04
Support
Lanla guides you in the optimal use of your NPS to boost the growth of your business.
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