Net Promoter Score(NPS)- The Ultimate Survey Question Type To Evaluate Customer Experience

What is NPS(Net Promoter Score)?

The Net Promoter Score (NPS) is a customer loyalty metric that is widely used by businesses to measure the loyalty of their customers. It is a simple yet effective way to gauge how likely customers are to recommend your business to others. Net promoter score is measured through a single question: “How likely are you to recommend our product/service to a friend or colleague?” Customers are then asked to rate their likelihood on a scale of 0 to 10, with 0 being “not at all likely” and 10 being “extremely likely”.

How To Create A NPS Question?

Creating an effective Net Promoter Score (NPS) question is crucial for measuring customer loyalty and satisfaction. Here are some steps to help you create a NPS question:

Keep it simple: The Net promoter score question should be easy to understand and answer. Use simple language and avoid technical jargon or complex sentences.

Use a clear scale: The NPS question uses a scale of 0-10, so make sure this is clearly stated in the question. You can also provide a brief explanation of what the scale means (e.g. “0 = Not at all likely to recommend, 10 = Extremely likely to recommend”).

Ask for a specific action: The Net promoter score question should ask customers if they would recommend your product/service to a friend or colleague. This specific action helps to focus their feedback and provides a clear indication of customer loyalty.

Avoid leading or biased questions: The NPS question should be neutral and avoid leading or biased language. For example, avoid asking “How much did you love our product/service?” as this may bias the response.

NPS Question Examples

The NPS question should help you understand how likely your customers are to recommend your product/service, and how loyal they are to your business.Here are some additional examples of NPS questions:

• How likely are you to recommend our company to others based on your overall experience?
• How likely are you to continue using our product/service in the future?
• How likely are you to recommend our product/service to others based on its quality?
• How likely are you to recommend our customer service to others?
• How likely are you to recommend our website to others for its ease of use?
• How likely are you to recommend our company to others for its value for money?
• How likely are you to recommend our product/service to others for its innovation?
• How likely are you to recommend our company to others for its sustainability practices?
• How likely are you to recommend our product/service to others for its reliability?
• How likely are you to recommend our company to others for its reputation?

How to Evaluate Net Promoter Score(NPS) Answers?

To evaluate NPS answers, businesses need to calculate their NPS score. This is done by subtracting the percentage of detractors (those who gave a score of 0-6) from the percentage of promoters (those who gave a score of 9-10). The result is a score between -100 and 100, with higher scores indicating higher customer loyalty. Lets see that on an example;

For instance, we assume that our NPS question is “How likely are you to recommend our product/service to a friend or colleague?” Here are some possible responses and how they are categorized:

Promoters (score 9-10): These are customers who are highly likely to recommend your product/service to others. They are your most loyal customers and can become advocates for your business. Example answer: “I would definitely recommend your product/service to my friends and colleagues. It’s been a great experience so far!”

Passives (score 7-8): These are customers who are somewhat satisfied with your product/service, but not necessarily enthusiastic enough to recommend it to others. Example answer: “I’m satisfied with your product/service, but there are some areas for improvement. I might recommend it to others, but I’m not sure.”

Detractors (score 0-6): These are customers who are unlikely to recommend your product/service to others. They may have had a negative experience or encountered issues with your product/service. Example answer: “I’m very disappointed with your product/service. I had a lot of issues and wouldn’t recommend it to anyone.”

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