Do you know your company’s Net Promoter Score (NPS)? More important, do you know why this is important for your business?

The NPS is a simple, single survey question to help quantify customer loyalty and their willingness to recommend your company.  It also provides both qualitative and qualitative feedback to help you improve your customer experience.

Respondents pick a numerical score between 0 and 10. The higher the score, the more likely they are to you recommend you – the lower the score, the less likely.

The important follow-up question of an NPS survey is an open-ended response to the rating question.

“Please provide comments on your primary reason for the NPS rating.”

It sounds simple, but the impact to your business is powerful.

No matter if your business is retail, consumer, B2B, large or small, knowing your Net Promoter Score, and knowing how to use the findings to incorporate into your operations and marketing plans can pay incredible dividends now and down the road.

Incorporating NPS can be a key component to unlocking your brand’s potential.  I incorporate my clients NPS into my research and planning. Once we have a baseline number, I then identify ways for my clients to improve their scores, which means higher brand value and greater profits. If you would like to learn more or know of someone who could benefit from utilizing these strategies, feel free to call or email me.

Alan Epstein
alan.epstein@experience-on-demand.com
314 – 514 4000