KNOW YOUR NET PROMOTER SCORE (NPS)
NPS is the Leading and Most Popular Customer Experience (CX) Metric
- To calculate your Net Promoter Score, subtract the percentage of Detractors from the percentage of Promoters. It is that simple. Let’s understand with an example; if 50% of the respondents are Promoters and 30% are Detractors, your NPS is 50 – 30 = 20
- NPS measures the likelihood of repeat business and provides a ‘big picture’ view of customer behavior
- NPS provides inputs for direction of organization change and improvement
- NPS is a great way to track change over time
- NPS is easier to benchmark against competition
ML-DRIVEN NPS ANALYTICS SOLUTION
RANK YOUR CUSTOMER'S JOURNEY
IDENTIFY POTENTIAL NPS DRIVERS
IN 4 STEPS
Extract and Process NPS Data
Run NPS Analytics Model
Then we do the data cleansing to focus only on the survey questions that drive customer satisfaction.
We map the customer journey with each question of the respective business KPI.
We use methodologies such as text analytics (NLP) and sentiment analysis to get the overall impact on the Net Promoter Score across the customer journey stages.
Visualize Customer Journey
The third step is to integrate your data with visual analytics applications to capture non-obvious insights.
We record the impact of satisfaction analysis by visualizing trends in the customer journey rankings.
Then, we weave every insight into a story to derive decisions to improve customer satisfaction scores.
Visualize NPS Score Through Gramex
OUR PROVEN NPS ANALYTICS
GET ACTIONABLE INSIGHTS ON-THE-GO
Greens are Great. High Impact on Satisfaction and good revenue uplift
Reds are Fatal. High impact on Satisfaction but low sentiment
Ambers are potential risks. Low on impact but are low on revenue too
Greys are irrelevant. High impact but don’t impact the revenue by much
Schedule a Demo with us
CHECK OUT MORE RESOURCES ON CUSTOMER AND
Know what’s leading to customer churn and how you can implement churn analysis to achieve a better customer experience.
Know how social media sentiment analysis works and what are the tools that can help you bring out actionable customer insights.
Listen to the podcast where IBM hosted Gramener to talk about customer intelligence and how brands gather meaningful insights about customer behavior to improve decision making.
FREQUENTLY ASKED QUESTIONS ON
Net Promoter Score (NPS) is used to measure customer loyalty and customer satisfaction. NPS defines, on a scale of 0 – 10, how likely the customer would recommend your product or service to their friends/family or any other potential prospect. NPS is calculated by subtracting the number of detractors from the number of promoters. For example, if Promoter=70, Detractor=10, Passive=20. Then NPS = 70-10=60. This score may vary on the scale from -100 to +100.
Customers who rate your service/product with a 9 or 10 to the NPS question are called promoters. These customers are very happy with your product and services and they are most likely to recommend your company to other connections.
Customers who rate your service/product in between 0 – 6 to the NPS question are called detractors. These customers are very unlikely to recommend your product or services to others. There are higher chances that they would discourage other potential customers from joining your business.
Customers who rate your service/product with a 7 or 8 to the NPS question are called passives. Passive customers are unlikely to damage your company’s reputation. However, they are also not likely to recommend you to others. It can be said that passives are very close to becoming promoters. A good customer experience strategy would target to convert passive customers into promoters.
Net promoter score can be calculated by subtracting the percentage of the detractors from the percentage of promoters. At Gramener, we build world-class NPS Analytics solutions for you to convert your passives into promoters and improve the overall customer satisfaction score.
The most common NPS question is “on a scale of 0 to 10 how likely are you to recommend our product/service to another friend.”