{"id":52385,"date":"2017-10-12T07:35:35","date_gmt":"2017-10-12T14:35:35","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/customer-loyalty-with-net-promoter-score-formula\/"},"modified":"2024-09-02T02:29:23","modified_gmt":"2024-09-02T09:29:23","slug":"customer-loyalty-with-net-promoter-score-formula","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/customer-loyalty-with-net-promoter-score-formula\/","title":{"rendered":"Measure customer loyalty with Net Promoter Score formula!"},"content":{"rendered":"

Word of Mouth is inarguably the oldest marketing technique and still making a significant influence on a buyer\u2019s decision. It is a very effective marketing technique to improve direct sales for a business owing to its one unique attribute, TRUST. A customer sees this as a fair practice because organizations can influence word of mouth marketing but never completely control the outcome. Can you count on your customers to refer your business to a friend? You need not guess, you can calculate your business\u2019 brand shareability mathematically using the <\/span>Net Promoter Score formula.<\/span><\/a><\/p>\n

A 2016 survey says that nearly 82% of consumers seek a friend or family member\u2019s suggestion while considering a purchase. About 67% of them are more likely to buy a product after a recommendation from an acquaintance. The reference can come in many ways like a direct conversation with a colleague or a friend\u2019s online share. When customers connect with their favorite brands emotionally, they tend to talk positively about the brand\u2019s products without any external influences.<\/span><\/p>\n

Doing everything right, for example by offering a reliable product at great value, providing excellent customer support, and caring about customer needs, businesses can influence their brand shareability by converting customers to brand promoters. QuestionPro can help you find out if your customers are promoters or detractors of your products and services with a single question survey.<\/span><\/p>\n

LEARN ABOUT:<\/strong>\u00a0Service Recovery<\/a><\/em><\/p>\n

What is <\/b>Net Promoter Score formula<\/b> and how is it calculated?<\/b><\/h3>\n

All though there are different ways of measuring customer satisfaction levels, using NPS has proven to be simple yet accurate. The<\/span> Net Promoter Score formula<\/span>, developed by Bain & Co. consultant Frederick F. Reichheld is an industry-tested standard.<\/span><\/p>\n

An NPS question asks a responder to answer 0-10 point rating scale divided into three respondent categories.<\/span><\/p>\n