What is Net Promoter Score (NPS)?
What is the net promoter score? NPS is a metric that gives you an idea of how users really feel about your business. NPS is calculated based on user responses to a question like "Are you ready to recommend the company to friends?".
One of the main advantages of this metric is that you don't have to do global work to calculate NPS. It only takes a few steps:
- Formulate a question. It should be short and clear so as not to confuse or bore users. Respondents will have to answer it according to a scale with points. For example: what is the probability that you will recommend our company to your friends?
- Create a survey form. You can do this using an online form builder or a regular Google form.
- Send the survey to your audience in the chosen way and forget about it for a few weeks.
- Collect responses and analyze results. Think about how you can get a high NPS score next time.
A net promoter score allows you to collect a lot of data in a fairly short time, does not require large survey costs, and helps to retain customers. In addition, loyal customers will gladly share their thoughts.