Net Promoter or Net Promoter Score (NPS) is a management tool that can be used to gauge the loyalty of a customers relationship. It serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth.
At SocialSurvey we use a scale range of 0-10 to gauge customer satisfaction.
In your dashboard you have a tab for score stats, this gives percentage graphs on three criteria's
Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
Promoters - Detractors = NPS
Use your NPS as the key measure of your customers’ overall perception of your brand. Because NPS is a leading indicator from growth, it provides the best anchor for your customer experience management (CEM) program. Complement NPS with other metrics and insights from various points along the customer journey, and you have a comprehensive, actionable view of your customer experience performance.