Customer Experience (CX) does matter.
Today’s customers are more savvy than ever. Their expectations, whether it be with the lastest technology or with direct communication to your company, require you to deliver exceptional (CX) that is timely and relevant to their lifestyle.
With Net Promoter®, as a critical process in your CEM program, key customer touch points are monitored to ensure you gain actionable insights that you can act upon fast.
What is Net Promoter® Score(NPS®)?
Net Promoter® Score is a metric of the willingness of a customer to recommend. Customers are asked a single question: How likely is it that you would recommend our company, product, or service to a friend or colleague?
Customers who provide a score of 9 -10 are called Promoters, and are considered likely to be more loyal, buy more, and easily refer to family and friends. Those who respond with a score of 0 to 6 are considered Detractors and least likely to buy again and often create negative word of mouth. Responses of 7 and 8 are called Passives, and are most likely susceptible to the competition. The Net Promoter Score is calculated by subtracting the percentage of customers who are Detractors from the percentage of customers who are Promoters.
Companies are then encouraged to follow the “recommend question” with an open-ended request for the customer to explain the reasons for their rating.
The entire NPS process gives companies the ability to segment their most valuable customers, build customer loyalty, determine customer pain points, and maximize customer lifetime value, with the goal of increasing profitable growth.
The Customer Experience360 team will guide your organization in establishing an enterprise Net Promoter System®
Already have NPS in place? We will work with your team to ensure your NPS program is on-point and meeting your expectations.
Net Promoter®, Net Promoter® Score and NPS® are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.