Net Promoter Index: Why Calculate It and How to Increase It

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Customers leaving is a pain for a company. But why do they leave? The customer loyalty index will help to find out. The calculation results will show the company's weaknesses and shortcomings that led to such unpleasant consequences.

Fractus will help you with NPS calculations.

What is the Net Promoter Score?
Net Promoter Score, NPS, net support index – all this is the consumer loyalty index . This term is used to describe a metric designed to evaluate customer loyalty. This is an indicator of the company's growth prospects.

Customer loyalty is based on satisfaction with the product, a predisposition to repeat purchases, a positive attitude towards upselling, positive reviews , and product recommendations.

The data will help to assess the real state of antarctica email list 5644 contact leads things, group users, develop a development strategy. As a result, retain customers and not lose income.

Operator call or voice robot, letter, SMS, pop-up windows – many channels are available to get an assessment.

What is the Net Promoter Score?

NPS Index in Numbers
The indicators are assessed on a ten-point scale – from 0 to 10 inclusive. So:

0-6 points . These are given by detractors. They are so dissatisfied with the product/brand that they switch to competitors and not only do not recommend it, but also dissuade others from buying it;
7-8 points . Come from neutrally inclined customers (passives). Yes, they buy the product, but they are always looking for something better. They cannot be called regulars. And even if competitors have more advantageous offers, they will go to them. But they do not criticize the brand;
9-10 points . Only promoters can give such a rating. The most loyal customers, regular ones, they recommend the brand or product. Among them are brand advocates and evangelists.
How to calculate the customer loyalty index? The percentage of promoters minus the percentage of critics and divide by the number of respondents. Multiply the resulting figure by 100%. This will be the NPS index.

Survey Features
A survey along the lines of: “Would you recommend the brand (product, service) to others?” will help you determine your commitment. Rating 0 – “I will never recommend”, 10 – “I recommend to everyone without exception”.

To better understand the situation, you can ask the dissatisfied: “What exactly disappointed you?”, neutrals: “What could we improve?”, promoters: “What particularly impressed you?”

If we talk about the percentage indicator, then 50-60% and up to 100% is the optimal indicator. But a negative indicator of 30% and below, moreover, can even go into the minus.

Survey Features

How to work with clients
Critics . About 70% of clients are inclined to negotiate, they themselves strive for this. First of all, it is worth finding out the reason for disappointment and eliminating it. The client is most angry when he is sold a low-quality product, refused to exchange it or deceived financially.
Neutrals . They have already raised their foot over the competitors' threshold. And they do not always agree to dialogue. Such people need to be offered benefits: discounts, promotions, gifts, certificates, etc.
Devotees . They are friends of the brand, so you should please them with gifts, offer to test the product, or at least send a letter of gratitude.
Order the service from us!
To assess the client's attitude to the company, a balanced approach is needed. And the Fractus company will be able to help you.

Our specialists will calculate your NPS index, and based on the data you will be able to understand whether there is a risk of customer loss and how to further interact with them.

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