Net Promoter Score (NPS)
Templated and non-templated NPS programmes to generate unique insights.
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What is Net Promoter Score?
Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction.
There is one key question that NPS hinges on: “How likely would you be to recommend our products or services?”. This question gauges customer sentiment on a scale of 1-10 (1 being very unlikely, 10 being very likely).
We conduct both simplistic templated and non-templated, non-standard surveys that are designed to not only deliver the basic NPS score, but also to drill down into specific areas to provide unique insights into the data gleaned, ensuring that you can use your NPS to make tactical amendments to your ongoing processes, meaning you can improve your service and customer experience.
The Benefits of Our NPS Support
We’re trusted experts, drawing on over 100 years of collective experience.
Get a New Perspective
It’s incredibly difficult to conduct unbiased market research as an internal agent. We’ll take the time to get in touch with your customer base, encouraging them to respond to your NPS, and sourcing a wealth of qualitative data you can action.
Truly Understand Your Markets
We get under the skin of your customers, understanding exactly what they think about your offering. We’ll create a vivid picture of your customers, using our unique phone-first approach to glean unmatched insights and feedback.
Increase Revenue
By better understanding your customers, you’ll be able to proactively improve your service delivery and product or solution offering, as well as enhancing customer experience and satisfaction leading to higher retention rates and overall lifetime value.
Make Better Decisions
All business decisions should be backed by thorough, clear and unbiased market research. Our unique position in the market allows us to provide exactly this, quickly and efficiently delivering what you need to grow.
How Our NPS Support Works
A straightforward NPS often fails to provide any tangible insights, and is usually used for PR.
However, for many organisations, this isn’t enough. If you want to better understand a recent NPS result, or you want deeper insights into what your customers are thinking, we can help.
We drill down into a wide variety of competencies, including: capabilities, account management, service, response and quality of delivery.
We compare and contrast NPS among groups or organisations, comparing your results with competitors and providing unique insights into how your industry is performing.
Finally, we can dramatically improve your NPS response rates (email-only NPS often attracts the extremes – the happiest and least happy customers). By calling your customers and requesting their feedback, we provide a more complete picture of how happy your customers are, and what areas you need to focus on to improve your service.
Not sure how to proceed? Get in touch with our friendly team today for a no-obligation chat about your voice of customer research options.
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