Learn more NPS

Learn more about ... NPS Questions

In our "Learn more" series we introduce you today to the Promoter Score (NPS) question which is one of the most popular question types in the NGSurvey set of questions. It’s a widely used tool across various industries to measure customer loyalty and satisfaction. Let’s break it down: what is NPS, why is it so popular, and when should you include it in your survey?

What is NPS and Why is it Popular?

NPS is based on a simple yet powerful question: “How likely are you to recommend our product/service to a friend or colleague?” Respondents answer on a scale from 0(not at all likely) to 10 (extremely likely). Depending on their answers, usually customers are grouped into three categories:

1. Promoters (9-10): These are your enthusiastic fans who love     your product or service and are likely to spread the word.
2. Passives (7-8): These customers are satisfied but not     overly enthusiastic. They might switch to a competitor if given a better     offer.
3. Detractors (0-6): These are unhappy customers who might     share negative feedback and discourage others from choosing your business.

The interpretation is straightforward: the higher your NPS, the better the overall sentiment toward your product, service, or company.

Common Use Cases for NPS in NGSurvey

1. Customer Feedback: NPS surveys are a quick way to gauge customer sentiment. They highlight what you’re doing well and what areas need attention.
2. Product Development: By pairing NPS with follow-up questions, you can dig deeper into customer opinions. For example, if someone isn’t likely to recommend your product, a follow-up question can uncover why, helping you make improvements that matter.
3. Tracking Trends Over Time: Monitoring NPS over time helps identify changes in customer attitudes. A declining score can signal dissatisfaction or emerging issues that need immediate attention.
4. Employee Engagement: NPS isn’t just for customers! Companies  often use it to measure employee satisfaction with a similar question:  “How likely are you to recommend this company as a place to work?” This variation is known as eNPS.

When Should You Include NPS in Your Survey?

NPS is an excellent choice if you want to:

• Get a quick snapshot     of customer satisfaction and loyalty.
• Benchmark your     performance against competitors or industry standards.
• Identify your most     loyal customers for testimonials or referral programs.
• Monitor the impact     of changes, such as new product launches or service improvements.

At NGSurvey, we’re committed to helping you create the best possible survey experience. By including tools like NPS in our question palette, we empower you to gather meaningful insights and stay ahead in today’s data-driven world.