Net Promoter Score

How loyal are your customers? When you are aware of the level of loyalty your customers feel toward your business, you are able to lower churn, boost satisfaction, and increase retention. net promoter survey is one of the best ways to measure customer loyalty.

“Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.” ~ Chip Bell.

Net Promoter Survey

As the popular adage states, “The best form of advertisement is word of mouth.”  The Net Promoter® Score, commonly referred to as NPS®, is a customer loyalty metric that gauges just that – how willing a customer is to recommend a product or service. The premise behind the NPS® is that it taps into how customers not only perceive, but also how they represent an organization to others. In cases of positive representation, this equates to free marketing that substantially increases organizational growth. When an individual receives a stellar referral for a product or service from a trusted source, they are substantially more likely to consider that recommendation.

Asking your customers if they are happy with your products and services and making changes as necessary is one of the best ways to win their loyalty. A net promoter survey can help you achieve this.

The Net Promoter Score survey classifies your customers into one of three categories:

Detractors

Detractors are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Passives

Passives are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.

Promoters

Promoters are loyal enthusiasts who will keep buying and referring others, fueling growth. Assessing for Net Promotion

Detractors

Detractors are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Passives

Passives are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.

Promoters

Promoters are loyal enthusiasts who will keep buying and referring others, fueling growth. Assessing for Net Promotion

Net promoter survey

NPS®, Net Promoter®, and Net Promoter® Score are registered trademarks of Fred Reichheld, Satmetrix, and Bain & Company.

Assessing for Net Promotion

To determine the Net Promoter Score, use a 0 (not at all likely) to 10 (extremely likely) scale and ask the simple question:

How likely is it that you would recommend this organization to a friend or colleague?

NPS survey tools are a great way to quickly gauge loyalty among your customers and discover how you can improve your customer experience. Understanding your NPS provides powerful insights sure to help you grow better.

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I was involved in the initial tour of Ambivista, and it is a comprehensive and robust tool that rivals other "big box" cloud and software based survey tools that I have encountered in the past, including Survey Monkey and Inquisite.
I was involved in the initial tour of Ambivista, and it is a comprehensive and robust tool that rivals other "big box" cloud and software based survey tools that I have encountered in the past, including Survey Monkey and Inquisite.
I was involved in the initial tour of Ambivista, and it is a comprehensive and robust tool that rivals other "big box" cloud and software based survey tools that I have encountered in the past, including Survey Monkey and Inquisite.

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