Understand your customers like never before by asking “The Ultimate Question”
Want to make sure your clients are happy? Want to know how loyal your customers are? Interested to learn if your patients recommend you to others? All these questions and a whole lot more are easily answered using the Net Promoter Score® (NPS®).
The Net Promoter Score asks what’s known as The Ultimate Question: “How likely is it that you would recommend us to a friend or colleague?” This enables you to quickly and easily measure customer loyalty to your company, product, service, or brand.
With the Net Promoter Score, you put your customers into three groups known as “Promoters”, “Passives”, and “Detractors”, and challenge your business to improve the number of promoters while decreasing the number of detractors. Start challenging your company today – with SurveyLegend, you’re a drag and drop away from creating your first ever NPS survey, form, poll, or questionnaire.
Want to understand NPS even better? Check out our blog What is an NPS and Questions You Should Ask
It all started with a man by the name of Fred Reichheld
The year is 2003 when the NPS® is pioneered by Fred Reichheld
, author of The Ultimate Question. The NPS is a customer loyalty metric that predicts the likelihood of a customer repurchasing from you or referring your company to a friend or colleague.
The Net Promoter Scores can range from as low as –100 to as high as 100. Having an internal company goal of an NPS score of 100 should be every company’s mission. The question is, what is your NPS score? And how far or close are you to an NPS score of the magic 100?
Not a numbers person? Relax, we do the calculations for you!
The Net Promoter Score divides respondents into three categories, “Detractors”, “Passives” and “Promoters”. The people who rate you 0 through 6 are known as “Detractors” (they would not recommend your product or service and may actively discourage others from using it), those who rate you 7 or 8 are known as “Passives” (they are mostly indifferent, but could go either way), and those respondents who give you a 9 or 10 are known as “Promoters” (they would recommend your product or service to others).
The Net Promoter Score is calculated by taking the percentage of promoters minus the percentage of detractors. For example, subtract 10% (Detractors) from 75% (Promoters) which equals 65%. Since a Net Promoter Score is always shown as just a number, and not a percentage, your NPS is 65.
Remember, while an NPS score of 100
is the number to strive for, it’s hard to get! Some industry giants haven’t even cracked an 80 NPS: Amazon has an NPS of 62, Netflix has an NPS of 68, and Starbucks has an NPS of 77.
Use our online survey tool to conduct an NPS survey and get your Net Promoter Score. You will not have to lift a finger, we do the calculations for you and present it in real-time in our “Live Analytics
” as the data is coming in. Just log in to your account on a desktop computer or smartphone and enjoy getting real-time insight about your company.
We offer two types of diagrams to visualize your NP Score: NPS Bar Charts and NPS Gauge. This visually presented data empowers you to focus on the important tasks in your company, for example improving your product, service, or brand leading to a higher and better Net Promoter Score.
Learn more about using NPS analytics in our blog How to Use NPS Data to Improve Customer Experience
Try our live survey with an NPS question, made with SurveyLegend!
Our mobile-ready surveys look gorgeous on any device! Scan the QR to preview this example of the Net Promoter Score survey on your smartphone or tablet.
“Word of Mouth” is the best marketing any company can get, and with SurveyLegend’s Net Promoter Score survey question, you easily get to know how likely your customers are to recommend you to their friends or colleagues.
Tracking the NPS over time also allows you to benchmark your progress. The Net Promoter Score methodology is based on asking the participant one single question that is anticipating both repurchase and word of mouth (referral). However, NPS can easily be combined with other question types
that we offer to create an even more insightful knowledge about your enterprise.
Register now for free and start creating your first amazing and insightful Net Promoter Score survey ; )
See our Other “Customer Satisfaction” Survey Templates
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NPS is tracked by some of the best companies in the world
Want to be the best in your industry? Then do as some of the best companies in the world already do, track your Net Promoter Score. NPS
has been widely adopted, with more than 75% of Fortune 1000 companies adopting the metric to better understand their customers.
Today, Apple, AT&T, BBC, and Salesforce are just some of the companies tracking and learning from their Net Promoter® Score. The NPS is easy to adapt yet super powerful and can be one of the missing components that will transcend your company to the next level.
Things to keep in mind when creating your NPS Survey
- Use customization. When sending NPS surveys, personalize them with the recipient’s name and the product or service they bought/used. SurveyLegend also lets you brand your surveys with your logo and images of your product or service.
- Set realistic goals. A score of 100 is amazing, but few companies get there. That would mean that no one surveyed has EVER been dissatisfied with your product or service.
- Survey throughout the buyer’s journey. Customers typically have various touchpoints, such as their website, customer service, purchasing, shipping, and product experience. Be sure to question their satisfaction levels at each stage to be sure you know where the problems lie (if there are any).
- Closely monitor your NPS. It’s important to continually monitor your NPS. Just because you had a good score the first time, doesn’t mean it will stay that way; on the other hand, if you had a bad score, you’ll want to monitor for improvements.
- Respond to all NPS Surveys. If someone takes the time to respond to your survey, it’s important to take the time to respond back. Let satisfied customers know you appreciate their business; ask passives what you can do better next time, and let detractors know you’re working to resolve their issues in the future.
Like these NPS survey tips? We have more! Check out our blog 15 NPS Survey Best Practices You Need To Know
Here are a few NPS survey questions to get you started!
- On a scale of 0 to 10, how likely are you to recommend us to a friend, family member, or colleague? This is, of course, “The Ultimate Question”.
- Considering your experience with us so far, how likely are you to recommend us to a friend, family member, or colleague? This allows you to get feedback earlier in the journey.
- Now that you’ve received your product or service, how likely are you to recommend us? This is for later in the journey, after the recipient has received the product or used the service.
- How likely are you to recommend us to someone like you? This question lets you know if a customer fits the target audience, even if there were or were not satisfied.
A question type for every and any occasion
The Net Promoter Score question type is one amongst more than 20 different question types, ready to be utilized to your organization’s advantage. Conduct market research on a global level or do a quick local poll. Whatever you decide, SurveyLegend has your back with its modern mobile-ready online survey service and first-class support.
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