In Portuguese, NPS could be defin as Net Promoter Index. The term emerg in 2003, in an article publish in the prestigious academic journal Harvard Business Review.
Adopting this metric is important for companies in any sector, since its calculation (which we will learn how to do later in the text) does not distinguish between the size of operations, the number of employees in the company or the size of the portfolio.
How does it work
Generally, the main question in an NPS study is: “On a scale of 0 to 10, how likely would you be to recommend our company to a friend?” In this way, the company collects objective answers to outline its future strategies.
NPS is both a survey and a metric. which asks participants to assign a score ranging from 0 to 10.
Through this, it will be possible to understand the likelihood advertising data that each person who respond will recommend the brand to friends and family. Bas on this score, the interviewees will be classifi into 3 categories. Let’s take a look at them.
Promoters
These are customers who identify themselves as the most likely to recommend your brand. They are loyal consumers who are willing to buy the products and services offer by your company. They are identifi by scores of 9 and 10.
Detractors are the least likely to recommend
They are also less likely to remain loyal or buy new products from your company. They are identifi by scores ranging from 0 to 6.
Neutrals
As the name suggests, they are a kind of middle to implement a compelling strategy for b2b ground. They are those people who are reasonably likely to recommend the brand.
How to calculate NPS?
First, the company must This is because the application conduct a mobile list survey of select customers. But don’t worry: this doesn’t take long, as the entire calculation revolves around how willing customers are to recommend the brand to friends and family.