What is NPS and how do we use it in your surveys?

What is NPS?

NPS (Net Promoter Score) is a metric that measures customer loyalty and willingness to recommend a product or service. It was developed by Fred Reichheld in 2003 and has become a standard in measuring customer satisfaction.

How does NPS work and what can you do with it?

It’s based on strategic questions to which customers assign a score from 0 to 10, where:

• 0 means “very low / very poor / unlikely.”
• 10 means “very high / excellent / certain.”

Read: EVAA Survey vs HappyOrNot

What is the NPS system for?

It lets you evaluate how customers perceive your company, measure their level of satisfaction with the experience, and determine how this influences the likelihood that they’ll recommend your company to others.

So, once you know this performance indicator, it can also be used as a guide to improve the products and services you offer.

What are the three levels of NPS?

There are three levels of NPS:

Detractor customers

These are the ones who have had bad experiences with the company and tend to speak negatively about it.

Neutral customers

These are the ones who aren’t completely satisfied with the products or services they received and could switch to the competition.

Promoter customers

These are the ones who are fully satisfied with the company and its processes, becoming loyal customers and brand advocates.

How is NPS calculated?

To calculate the Net Promoter Score, you need to classify the responses and split them into groups based on the score obtained:

• 0 to 6: Detractors.
• 7 and 8: Neutrals.
• 9 and 10: Promoters.

After classifying your customers, you apply the following formula:

NPS = (% Promoters – % Detractors)

NPS example:

In a survey of 1,000 customers:

• 700 rated the company a 9 or 10 (70% Promoters).
• 150 gave a score of 7 or 8 (15% Neutrals).
• 150 assigned scores from 0 to 6 (15% Detractors).

Applying the formula, the NPS would be:

** Promoters 70% – Detractors 15% = 55% or 55**

Implementing NPS in EVAA Survey

EVAA Survey makes implementing and managing NPS easier in the following ways:

Setup:

It lets you add the NPS question with a single click, configure your survey, and customize it to fit exactly what you want to evaluate.

Distribution:

You’ll be able to access the survey through the EVAA Survey app (Android & iOS) on any mobile device, you’ll have the Web Survey URL link to send by email, WhatsApp, or share on social media, and you can also download the survey’s QR Code to print on posters, flyers, and more.

Real-time analysis:

Access results in real time and monitor detailed reports, which generate visual metrics that show trends and areas for improvement.

** Insight-based action:**

Thanks to proactive follow-up, you’ll be able to implement corrective actions to improve the customer experience and foster customer loyalty.

In short, with NPS we provide you with a precise measurement of customer loyalty and tools to act on the insights you obtain, continuously improving products and services and strengthening your relationship with customers.

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