Measure loyalty and drive brand promotion with Net Promoter Score (NPS) surveys.

You can learn a lot about your customers by asking them one question: How likely are you to recommend us? The NPS survey delivers powerful insights at key stages of the customer journey.

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Marketing
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What is Net Promoter Score?

Pioneered by Fred Reichheld, author of The Ultimate Question, the Net Promoter Score (NPS) question captures customer satisfaction and loyalty by asking customers how likely they are to refer people to your brand.

When you send NPS surveys at major milestones—like 90 days after they purchase or weeks before they renew—you can spot at-risk accounts and identify gaps in the customer experience.

Over time, Net Promoter Score programs encourage proactive account management and help reduce customer churn.


How does Net Promoter Score work?

Customers rate their likelihood of referring a company on a scale of 0 (not at all likely) to 10 (extremely likely). Their responses place them in one of three categories: Detractors, Passives, or Promoters. These distinct groupings help companies manage customer relationships more effectively. A detractor may need some extra help with implementation, or a promoter might be willing to write a public review. With a holistic NPS program, companies can boost customer retention and improve their brand image along the way.

 

Net Promoter Score - calculating NPS

 

Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, so the final value can range anywhere from -100 to 100. With GetFeedback, you don’t need to mess around with spreadsheets to calculate Net Promoter Score. Your summary report automatically calculates and displays your score with a visual histogram.

 

Net Promoter Score results


Why measure Net Promoter Score?

Brand perception matters more than ever.

In the age of the “connected customer,” company information is a couple clicks away. That includes customer reviews, social media posts, and other brand mentions around the web. Companies might devote ample resources to keeping their online reputation in check, but one public slip-up can put their entire brand at risk.

Customer health tools like the NPS survey help you capture customers’ opinions before they take to social media. By asking the right questions at the right time, you can resolve issues before they become brand disasters.

Source: Zendesk


Get (better) feedback.

Intuitive design. Advanced analytics. Big-time insights. When you power your NPS program with GetFeedback, survey results come to life instantly.

ANALYZE NPS RESULTS IN DEPTH

With advanced filtering options, you can view Net Promoter Score by customer type, region, account age, and more—all in real time. Get to know your customers better.

MONITOR CUSTOMER HEALTH HOLISTICALLY

Analytics dashboards give you an instant picture of key customer feedback. Track the survey results that matter most in one clean, customizable view.

ACT ON CUSTOMER FEEDBACK FASTER

Set up custom alerts for urgent feedback. Each time a customer response demands attention, your team gets an email notification so they can take action quickly.


Measure Net Promoter Score with Salesforce

Get the most out of NPS surveys by integrating customer feedback with Salesforce. You can create reports, build dashboards, and design workflows based on specific survey responses.


Master the metric—learn all about Net Promoter Score.

Resource Guide
Taking Action with Net Promoter Score (NPS) in Salesforce
Scott Searle
Salesforce Administrator
Now that we have our Net Promoter Score information in Salesforce, we can group it and sort it by department, by branch, or by business line. This allows the senior leaders of the bank to review the results and take action on a daily basis.

The world's top brands power their NPS programs with GetFeedback.

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