NPS is a highly regarded loyalty metric that companies use to collect the customer feedback they need to improve their customer service.
To do this, each month a randomly selected number of customers are surveyed and asked the ultimate question…
How likely is it that you would recommend Cornmarket to a friend or colleague?
Customers rate their answers on a scale from 0 to 10.
The answers customers provided are classified as follows:
|Detractors (0-6)||Passives (7-8)||Promoters (9-10)||Net Promoter Score|
0-6 = Detractors – unhappy customers who can hurt your brand through negative word-of-mouth
7-8 = Passives – satisfied but indifferent customers who could be swayed by the competition
9-10 = Promoters – loyal customers who will keep buying and referring others