Net Promoter Score

Provide a standard expectation for your customers. It is far more useful to provide a good experience with the fully automated dashboard for your teams. With Renesent, internal teams can create a good consumer-like experiences for their colleagues that are productive, easy, and more reliable. Because when businesses care for their employees, their employees care gives harder efforts.

The Net Promoter Score (NPS) is based around one simple question:

What is a Net Promoter Score?

The Net Promoter Score is a rating metric that is used to estimate customer satisfaction and loyalty to brand with an index ranging from -100 to 100.

How is a Net Promoter Score calculated?

Usually, all customers are surveyed with one single question and they are supposed to rate if they would recommend a company, from 0-10.

Based on the ratings, customers are divided in three categories: passives, detractors, and promoters.

Detractors

Detractors gives a rating of 6 or lower. These customers are unsatisfied with their experience and are not likely to recommend the business. They could even degrade the company’s reputation by spreading negative word-of-mouth.

Passives

Passives rates a company 7 or 8. These customers were fairly satisfied with their experience, and likely that they would switch to a products by competitors with a better offering. Passives usually wont spread negative feedback about a business, but they are also not eager to promote the business.

Promoters

Promoters gives a rating of 9 or 10 rating. These customers are brand evangelists who loved their experience. These are loyal buyers who are likely not only to return, but also to promote the company’s products and services to friends or colleagues.

How do I read a Net Promoter Score?

If a business has more promoters than detractors, it has a positive score, and a negative score with more detractors.

Renesent and the Net Promoter Score

Renesent not only calculates businesses’ NPS from surveys, but also from review sites and social media, where promoters and detractors are spreading most of the word.The Renesent platform converts all structured and unstructured feedback into a standardized score. Businesses can also access their competitors Net Promoter Score with insights into their competitors’ customer feedback.

Renesent also allows businesses to easily design their own surveys to send in real-time via SMS or email, segmented by customer journey touch point. This way, businesses can detect a detractor while there is still time to fix the issue.