7. Net Promoter Score® NPS
What to measure : Customer satisfaction and the likelihood that a customer would recommend your business to others.
The Net Promoter Score quantifies overall satisfaction and loyalty toward your brand. Once you calculate your overall Net Promoter Score, it tells you whether your customers are satisfied and willing to recommend your products or services to others.
What’s more, if you compare your Net Promoter Score to your indonesia mobile database revenue growth rate and customer churn rate, you may be able to predict potential growth through customer retention and referrals.
While a high NPS doesn’t guarantee growth and retention, identifying and incentivizing brand evangelists can help drive referral business. This can work extremely well alongside content marketing initiatives such as creating case studies, website testimonials, and other forms of social proof.
Conversely, poor or average scores provide an opportunity to address satisfaction issues before it is too late.
How to calculate Net Promoter Score
As simple as it sounds, this score is determined by asking your customers one question: “How likely are you to recommend our company to a friend or colleague?”
That's it! Customers are then prompted to select a score between 0 and 10. Note that only 9s and 10s are promoters, and any customer who gives a rating of 6 or below is considered a detractor.