Now you can measure and improve your customer loyalty by using our NPS tracker.
How much do your customers love you? Would they recommend you to a friend? Now you can find out using our Net Promoter Score (NPS) tracker.
What is NPS?
Net Promoter Score, otherwise known as NPS, is a widely used, understood and accepted metric that businesses use to judge customer loyalty and brand experience. Tyipically it is expressed as a % out of 100.
It's often referenced in annual reports as a key metric that CEOs and shareholders will look to improve over time.
How is NPS calculated?
To calculate NPS, customers are surveyed on one single question, “On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or a colleague?”
Based on their rating, customers are then classified as either brand detractors, passives and promoters. The Net Promoter Score is determined by subtracting the percentage of customers who are detractors from the percentage who are promoters.
Using Attest's NPS tracker, we will calculate the score automatically for you.
Why is NPS important?
NPS is widely used and accepted as a measure of how well a brand is perceived by its customers.
A poor or declining NPS can indicate a disappointing brand experience, something that needs immediate attention.
A strong or steadily rising NPS is a good signal that customers are satisfied with your offering; and it can even lead to word-of-mouth, which is powerful, free marketing for your brand.
This is why tracking NPS over time - not just as a one-off - is so important. Seeing how your score changes month-to-month provides you with an important indiciator of performance. If you can't measure it, you can't manage it.
One frequently overlooked potential for NPS tracking is to look at your competitor's NPS score over time, and see how it compares with your own.
This if often not done because brands focus exclusively on their existing customers (and their own database) for distributing NPS surveys.
However, understanding how your competitor's NPS is changing can provide you with invaluable competitor intelligence. For example you can keep an eye on new market entrants and see if their offering is well received (or not); or you can keep tabs on the incumbent to see if their NPS takes a dip, indiciating an opportunity for you to win over their disgruntled customers.
Get started with tracking NPS
It couldn't be easier to start tracking NPS for your brand, or your competitors.
Simply log in and start creating a survey. As you add a question, you'll be able to select the NPS option.
Respondents will answer by picking a number from 1 to 10 to indicate how likely they are to recommend your product or service.
Your NPS score is automatically created for you and shown in your results dashboard.
You can use NPS for a quick, clear indication of how effectively you're building your brand or whether you've got work to do on increasing customer loyalty.