Every customer is asked, via email, to complete a simple online survey. The survey is based on the internationally recognised Net Promoter system and consists of three questions:
The score of between 0 and 10 is used to calculate your Net Promoter Score (NPS). The customers who score between 0 and 6 represent your detractors, i.e. those who are unhappy customers. The customers who rate you as a 9 or 10 are your promoters, i.e. loyal enthusiasts. The percentage of detractors is taken away from the percentage of promoters to give you a score of between -100% and +100%.
A business with an NPS score in excess of +50% compares favourably with other global, world class businesses. The higher your NPS score the more growth your business will experience.
You can use the feedback from the second two questions to make the necessary changes to improve and grow your business.
Your Net Promoter Score results are available within the CRM section of the website.
Click on the View button against each response to see the customer’s feedback in full.