Understanding the customer and their satisfaction is critical to the operation of any company.
There are various tools for assessing customer loyalty, among which the most popular are NPS and CSI .
Artem Elisov, Commercial Director of Kompleto , explained what NPS and CSI are, what their similarities and differences are, and how and when to use them to get the maximum benefit.
What is NPS and why measure it
As Qualtrics research shows , customers sales marketing directors, managers email lists are increasingly silent about negative experiences with brands, making it more important than ever to ask for feedback.
NPS (Net Promoter Score) is a net customer loyalty index that measures customers’ willingness to recommend a company, product or service to their friends and colleagues.
The metric was introduced in 2003 by Fred Reichheld and has since been widely used by many companies to measure customer satisfaction and brand loyalty.
The NPS methodology is based on one question: “How likely are you to recommend our company/product to a friend or colleague?” Customers answer it on a scale from 0 to 10.
Depending on the answer, they are divided into three categories:
- promoters (score 9-10), i.e. loyal customers who are likely to recommend your brand to others;
- neutral (score 7-8). These are customers the role of product owners during software development who are satisfied but not ready to actively recommend you;
- Critics (score 0-6) Those who are dissatisfied and may speak negatively about you.
To calculate NPS, subtract the percentage of detractors from the percentage of promoters. The resulting value can range from -100 to +100.
When to remove NPS
It is better to record NPS after key interactions with clients:
- completion of purchase;
- closing a support request;
- participation in a company event.
This will allow you to quickly get feedback whatsapp data on consumer experiences.
Completo also collects NPS, because we try to be closer to our Clients. To improve the effectiveness of surveys, we request feedback on behalf of the commercial or general director:
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Sometimes, some leads do not pass the qualification in our company, and we pass them on to partners. After some time, we also ask for feedback to make sure that their request is satisfied:
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In this case, despite the fact that we did not work with the person, but he contacted another company on our recommendation, in case of failure our reputation may also suffer, so it is worth smoothing over the rough edges (and, if necessary, changing the partner).