You measure NPS with a single question: how likely is it that you would recommend us to a friend or colleague? A high NPS means customers recommend you of their own accord.
What does this mean in practice?
The Net Promoter Score measures how loyal customers are. Customers give a score from 0 to 10. Anyone who gives a 9 or 10 is a promoter. Anyone who gives 0 to 6 is a detractor. You subtract the percentage of detractors from the percentage of promoters. This gives you a score between -100 and +100.
Why does this matter for your business?
A high NPS means free word-of-mouth advertising: satisfied customers talk about you. A low NPS shows that something in your service could be better, before it costs you customers.
Examples and best practices
- Ask the NPS question a few days after your service or delivery.
- Add an open question: what could we do better?
- Ask promoters for a Google review.
- Contact dissatisfied customers personally.
How we do it at Ikoon
With the Collect reviews automatically module, your Ikoon website asks customers how satisfied they are after your service. We send satisfied customers on to your Google Business Profile to leave a review there.