.jpg)
Net Promoter Score (NPS) is one of the most popular methods used by companies to assess customer loyalty and measure customer satisfaction. Companies use NPS to understand how customers feel about their products or services, and to gain insight into their business. In this guide, we’ll explore what NPS is and how it can be used to gain insight into your business.
NPS is a customer loyalty metric that measures customer satisfaction on a scale of 0-10. It’s based on the question, “How likely are you to recommend our company/product/service to a friend or colleague?” Customers are then given a score based on their answer, ranging from 0 (not likely at all) to 10 (extremely likely). The higher the score, the more likely customers are to recommend the company’s products or services.
NPS is calculated by subtracting the percentage of customers who answer 0-6 (detractors) from the percentage of customers who answer 9-10 (promoters). A positive NPS score indicates that more customers are likely to recommend your company’s products or services, while a negative NPS score indicates that more customers are likely to discourage others from using your products or services.
NPS can be used to gain valuable insights into customer satisfaction, loyalty, and engagement. Companies can use NPS to understand how customers feel about their products or services, and to identify areas of improvement. It can also be used to measure customer feedback over time, and to track progress towards customer loyalty and satisfaction goals. Additionally, companies can use NPS to compare customer feedback across different customer segments, such as by product, region, or demographic.
Cobrowsing is a powerful tool that can be used to enhance NPS. Cobrowsing allows companies to connect with customers in real-time and provide personalized support. This can help to increase customer satisfaction and loyalty, and to improve customer experience. At HelloMedian, we offer cobrowsing solutions that can be used to connect with customers, capture customer feedback, and gain valuable insights into customer satisfaction. With our cobrowsing solutions, you can gain deeper insight into your business and use NPS to track customer loyalty and engagement.
NPS is an effective tool for measuring customer loyalty and satisfaction. It can be used to gain valuable insights into customer engagement and to identify areas of improvement. Additionally, cobrowsing can be used to enhance NPS and provide personalized support to customers. With the help of HelloMedian, you can use cobrowsing to gain deeper insight into your business and to use NPS to track customer loyalty and engagement.
