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Net Promoter Score

Measure Your BRAND’s Customer Relationships with the Net Promoter ScoreSM

Net Promoter ScoreSM, popularly known as NPS®, is a metric that quantifies customer loyalty and is an indicator of an organization’s growth. It is widely accepted as an alternative to conventional customer satisfaction research.
NPS® was developed by Fred Reichheld, Bain & Company and Satmetrix

Net Promoter ScoreSM helps identify your Loyal, Neutral and Extremely Unhappy Customers

NPS® is calculated based on the response to a single question: How likely is it that you would recommend us to a friend or a colleague? Over an 11-point scale between 0 and 10, NPS® is calculated as (% of Promoters) – (% of Detractors)

    PROMOTERS with a rating of 9 or 10 are the most loyal customers that fuel growth and evangelize the brand.
    PASSIVES with a rating of 7 or 8 are customers that are neutral, and can switch to another brand easily.
    DETRACTORS with a rating below 7 are customers, most likely to spread negative publicity. With Social Media and Review Sites being easily accessible, they may also impact the online reputation of a brand.
Net Promoter Score

Start tracking Net Promoter ScoreSM within seconds, by tagging the key NPS® question in Cloudcherry

Use NPS® with Cloudcherry for your Growth Strategy

  1. Make NPS® work for your brand by making it Actionable. Analyse scores and customer responses to derive insights using Cloudcherry’s Advances Insights Centre
  2. Use Single NPS® Questionnaire or create follow up questions, specifically tailored for Promoters, Passives and Detractors to understand reasons for their rating.
  3. Increase Virality by creating more Promoters who are Customer Evangelists.
  4. Convert more and more Detractors and Passives into Promoters through Strategic Customer Experience Strategies, Reduce Churn and Increase Lifetime Value of Customer.
  5. Make use of our Root Cause Analysis to analyse factors that are affecting the Net Promoter scoreSM.

Net Promoter Score Survey