Explore Voxco
Need to map Voxco’s features & offerings? We can help!
We’ve been avid users of the Voxco platform now for over 20 years. It gives us the flexibility to routinely enhance our survey toolkit and provides our clients with a more robust dataset and story to tell their clients.
Steve Male
VP Innovation & Strategic Partnerships, The Logit Group
Explore Regional Offices
Explore Voxco
Need to map Voxco’s features & offerings? We can help!
We’ve been avid users of the Voxco platform now for over 20 years. It gives us the flexibility to routinely enhance our survey toolkit and provides our clients with a more robust dataset and story to tell their clients.
Steve Male
VP Innovation & Strategic Partnerships, The Logit Group
Explore Regional Offices
Create Net Promoter Score surveys to effortlessly close your customer feedback loop.
Get your current survey solution evaluated by our experts.
What is a Net Promoter Score is, what does a good Net Promoter Score mean, and why
you should care about it? Learn all of it in this blog.
Being one of the most popular metrics for gauging customer intent, the Net Promoter Score (NPS) is an index used by companies globally to survey their customers. It asks customers two questions mainly:
Based on this rating, respondents can be categorized as either promoter (with a rating between 9-10), passives (7-8), or detractors (0-6). The Net Promoter Score is calculated by subtracting the percentage of customers who would be classified as detractors from the percentage who would be classified as promoters.
NPS is used by companies to understand customer perceptions about a brand. For example, You would like to know the experience of a customer with their travel agent:
By subtracting the percentage of detractors from the percentage of promoters, you can calculate Net Promoter Score for your business. Click here to improve your Net Promoter Score and stack up against industry competition.
By seamlessly identifying promoters and detractors, it helps businesses understand their pain points about the product or service. After gleaning actionable insights from this data, it becomes easy for the businesses to make changes based on their detractors’ woes.
While promoters spend more and contribute to brand loyalty, detractors tell you where your offerings lack and which areas need improvement. Unless detractors’ issues are dealt with, they’re likely to move and invest in another brand – which decreases your customer retention to a great extent.
As word of mouth matters more than ever in this digital era, most brands are vulnerable to criticism on social media. So, the likes, comments, and ratings given by promoters or detractors may have a deep influence on the social media connections of the brand.
So NPS plays a critical role in the product’s development over time.
Easy to use: Being user-friendly, it’s highly preferred by market researchers. You can create an NPS survey with simple drag and drop in online survey software. To submit feedback, respondents need to click on one of the answer options that doesn’t consume much time.
Grow business: It provides insights on how to elevate customer experience and enhance customer satisfaction. As happy customers are likely to become your brand ambassadors, they help in promoting your business without any paid resources.
Retain existing customers: Retaining existing customers is economical than gaining new ones. Using NPS, it gets easy to identify unhappy customers. By focusing on their feedback, they are likely to continue buying from your brand.
Deal with detractors effectively: By understanding the genuine grievance that detractors have about your product/service, it lets you reach out to them for discovering a solution that can help to resolve issues, thereby improving your equation with detractors. By gaining insights into the strengths and weaknesses of your product/service, it enables you to close the customer feedback loop much faster.
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Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.
Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.