{"id":6098,"date":"2012-08-08T06:00:52","date_gmt":"2012-08-08T13:00:52","guid":{"rendered":"http:\/\/www.questionpro.com\/?p=6098"},"modified":"2012-08-08T06:00:52","modified_gmt":"2012-08-08T13:00:52","slug":"net-promoter-score-tells-you-exactly-what-your-customers-think","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/net-promoter-score-tells-you-exactly-what-your-customers-think\/","title":{"rendered":"Net promoter score tells you exactly what your customers think"},"content":{"rendered":"

Getting to know your customers<\/h2>\n

In today\u2019s world of entrepreneurs and dozens of online company choices, customer satisfaction is more important than ever before. With the quick stroke of a keyboard, it\u2019s easy to go from one online company to another if a customer is not completely satisfied with their shopping experience.<\/p>\n

There are many ways customer satisfaction can be measured; one of the most reliable ways is through the Net Promoter Score<\/a> (NPS). The NPS is calculated based on one simple question: How likely are you to recommend <COMPANY> to a friend or colleague?<\/em><\/p>\n

How can one question accurately gauge customer satisfaction? It\u2019s based on a simple metric that categorizes customers into three categories: promoters, detractors and passives. The NPS is the percentage of promoters minus the percentage of detractors. Companies with a positive score have more promoters than detractors.<\/p>\n

How to implement an NPS question<\/a><\/h2>\n

It\u2019s easy for businesses to start collecting NPS data from customers. QuestionPro<\/a> offers online survey software that has the NPS feature already built into the survey structure. When you\u2019re constructing your survey, simply click \u201cAdd New Question\u201d and then select, \u201cNet Promoter Score\u201d as the question type. A 0 to 10 point scale will appear and QuestionPro calculates the rest!<\/p>\n

It\u2019s not enough to simply collect NPS data to know what your customers are thinking. It\u2019s what you do with that data that determines your future success or failure. For example, if you\u2019re finding that a higher percentage of customers are detractors \u2013 meaning they are not likely to recommend your company \u2013 you want to put in place a strategy to find out why.<\/p>\n

If you\u2019re interested in Customer Experience topics, we think you might enjoy reading: NPS vs CSAT surveys<\/a><\/p>\n

What do I do with the NPS data?<\/h2>\n

Perhaps you implement a slightly more comprehensive survey that asks customers why they are not comfortable recommending your business to others. Once you can identify the customer services areas that need improvement, the sooner you can make changes to improve perceptions.<\/p>\n

But don\u2019t focus just on the detractors. If you\u2019re finding the majority of your customers are promoters, see if you can identify exactly why they recommend your company. Let your customers tell you what are you doing right so you don\u2019t cease these actions in the future.<\/p>\n

In addition, many companies that use NPS believe the score is directly correlated to customer loyalty. And that raising the NPS score means you\u2019ll have a higher sense of customer loyalty to your business.<\/p>\n

With online survey companies like QuestionPro, it\u2019s easier than ever to determine your NPS and gauge customer satisfaction. And in today\u2019s competitive world where choice is at a premium, it\u2019s more important than ever to be in tune with your customers\u2019 opinions in order for your business to thrive and grow.<\/p>\n

QuestionPro offers some of the most advanced customer experience tools available.<\/strong> Gain valuable insights into your customers\u2019 thoughts and feelings using\u00a0<\/span>QuestionPro software<\/span><\/a>\u00a0today.<\/span><\/p>\n

Book Demo<\/strong><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Getting to know your customers In today\u2019s world of entrepreneurs and dozens of online company choices, customer satisfaction is more […]<\/p>\n","protected":false},"author":128,"featured_media":116531,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[169,245],"tags":[],"yoast_head":"\nNet promoter score tells you exactly what your customers think | QuestionPro<\/title>\n<meta name=\"description\" content=\"Many companies that use NPS believe the score is directly correlated to customer loyalty. And that raising the NPS score means you\u2019ll have a higher sense of customer loyalty to your business.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/net-promoter-score-tells-you-exactly-what-your-customers-think\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Net promoter score tells you exactly what your customers think | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"Many companies that use NPS believe the score is directly correlated to customer loyalty. And that raising the NPS score means you\u2019ll have a higher sense of customer loyalty to your business.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.questionpro.com\/blog\/net-promoter-score-tells-you-exactly-what-your-customers-think\/\" \/>\n<meta property=\"og:site_name\" content=\"QuestionPro\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/questionpro\" \/>\n<meta property=\"article:published_time\" content=\"2012-08-08T13:00:52+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2021\/02\/diferencia-entre-nps-y-csat-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"900\" \/>\n\t<meta property=\"og:image:height\" content=\"600\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Ivana Taylor\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@questionpro\" \/>\n<meta name=\"twitter:site\" content=\"@questionpro\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Ivana Taylor\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/net-promoter-score-tells-you-exactly-what-your-customers-think\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/net-promoter-score-tells-you-exactly-what-your-customers-think\/\"},\"author\":{\"name\":\"Ivana Taylor\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/5a547e9ba0ad62a9ffa6f12466a7a244\"},\"headline\":\"Net promoter score tells you exactly what your customers think\",\"datePublished\":\"2012-08-08T13:00:52+00:00\",\"dateModified\":\"2012-08-08T13:00:52+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/net-promoter-score-tells-you-exactly-what-your-customers-think\/\"},\"wordCount\":520,\"publisher\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#organization\"},\"articleSection\":[\"Customer Experience\",\"Customer Satisfaction\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/net-promoter-score-tells-you-exactly-what-your-customers-think\/\",\"url\":\"https:\/\/www.questionpro.com\/blog\/net-promoter-score-tells-you-exactly-what-your-customers-think\/\",\"name\":\"Net promoter score tells you exactly what your customers think | QuestionPro\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#website\"},\"datePublished\":\"2012-08-08T13:00:52+00:00\",\"dateModified\":\"2012-08-08T13:00:52+00:00\",\"description\":\"Many companies that use NPS believe the score is directly correlated to customer loyalty. And that raising the NPS score means you\u2019ll have a higher sense of customer loyalty to your business.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/net-promoter-score-tells-you-exactly-what-your-customers-think\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.questionpro.com\/blog\/net-promoter-score-tells-you-exactly-what-your-customers-think\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/net-promoter-score-tells-you-exactly-what-your-customers-think\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.questionpro.com\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"CX\",\"item\":\"https:\/\/www.questionpro.com\/blog\/category\/cx-2\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Customer Experience\",\"item\":\"https:\/\/www.questionpro.com\/blog\/category\/cx-2\/customer-experience\/\"},{\"@type\":\"ListItem\",\"position\":4,\"name\":\"Net promoter score tells you exactly what your customers think\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#website\",\"url\":\"https:\/\/www.questionpro.com\/blog\/\",\"name\":\"QuestionPro\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.questionpro.com\/blog\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#organization\",\"name\":\"QuestionPro\",\"url\":\"https:\/\/www.questionpro.com\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/10\/questionpro-logo.svg\",\"contentUrl\":\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/10\/questionpro-logo.svg\",\"caption\":\"QuestionPro\"},\"image\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/questionpro\",\"https:\/\/twitter.com\/questionpro\",\"https:\/\/www.linkedin.com\/company\/questionpro\/\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/5a547e9ba0ad62a9ffa6f12466a7a244\",\"name\":\"Ivana Taylor\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/d23fe73ba92b9a95ce057e280755df6b?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/d23fe73ba92b9a95ce057e280755df6b?s=96&d=mm&r=g\",\"caption\":\"Ivana Taylor\"},\"description\":\"Ivana Taylor provides DIY Marketing advice, marketing trends and marketing how-to tips and strategies for small business owners and CEOs.\",\"url\":\"https:\/\/www.questionpro.com\/blog\/author\/thirdforce\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Net promoter score tells you exactly what your customers think | QuestionPro","description":"Many companies that use NPS believe the score is directly correlated to customer loyalty. And that raising the NPS score means you\u2019ll have a higher sense of customer loyalty to your business.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.questionpro.com\/blog\/net-promoter-score-tells-you-exactly-what-your-customers-think\/","og_locale":"en_US","og_type":"article","og_title":"Net promoter score tells you exactly what your customers think | QuestionPro","og_description":"Many companies that use NPS believe the score is directly correlated to customer loyalty. And that raising the NPS score means you\u2019ll have a higher sense of customer loyalty to your business.","og_url":"https:\/\/www.questionpro.com\/blog\/net-promoter-score-tells-you-exactly-what-your-customers-think\/","og_site_name":"QuestionPro","article_publisher":"https:\/\/www.facebook.com\/questionpro","article_published_time":"2012-08-08T13:00:52+00:00","og_image":[{"width":900,"height":600,"url":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2021\/02\/diferencia-entre-nps-y-csat-1.jpg","type":"image\/jpeg"}],"author":"Ivana Taylor","twitter_card":"summary_large_image","twitter_creator":"@questionpro","twitter_site":"@questionpro","twitter_misc":{"Written by":"Ivana Taylor","Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.questionpro.com\/blog\/net-promoter-score-tells-you-exactly-what-your-customers-think\/#article","isPartOf":{"@id":"https:\/\/www.questionpro.com\/blog\/net-promoter-score-tells-you-exactly-what-your-customers-think\/"},"author":{"name":"Ivana Taylor","@id":"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/5a547e9ba0ad62a9ffa6f12466a7a244"},"headline":"Net promoter score tells you exactly what your customers think","datePublished":"2012-08-08T13:00:52+00:00","dateModified":"2012-08-08T13:00:52+00:00","mainEntityOfPage":{"@id":"https:\/\/www.questionpro.com\/blog\/net-promoter-score-tells-you-exactly-what-your-customers-think\/"},"wordCount":520,"publisher":{"@id":"https:\/\/www.questionpro.com\/blog\/#organization"},"articleSection":["Customer Experience","Customer Satisfaction"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.questionpro.com\/blog\/net-promoter-score-tells-you-exactly-what-your-customers-think\/","url":"https:\/\/www.questionpro.com\/blog\/net-promoter-score-tells-you-exactly-what-your-customers-think\/","name":"Net promoter score tells you exactly what your customers think | QuestionPro","isPartOf":{"@id":"https:\/\/www.questionpro.com\/blog\/#website"},"datePublished":"2012-08-08T13:00:52+00:00","dateModified":"2012-08-08T13:00:52+00:00","description":"Many companies that use NPS believe the score is directly correlated to customer loyalty. And that raising the NPS score means you\u2019ll have a higher sense of customer loyalty to your business.","breadcrumb":{"@id":"https:\/\/www.questionpro.com\/blog\/net-promoter-score-tells-you-exactly-what-your-customers-think\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.questionpro.com\/blog\/net-promoter-score-tells-you-exactly-what-your-customers-think\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.questionpro.com\/blog\/net-promoter-score-tells-you-exactly-what-your-customers-think\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.questionpro.com\/blog\/"},{"@type":"ListItem","position":2,"name":"CX","item":"https:\/\/www.questionpro.com\/blog\/category\/cx-2\/"},{"@type":"ListItem","position":3,"name":"Customer Experience","item":"https:\/\/www.questionpro.com\/blog\/category\/cx-2\/customer-experience\/"},{"@type":"ListItem","position":4,"name":"Net promoter score tells you exactly what your customers think"}]},{"@type":"WebSite","@id":"https:\/\/www.questionpro.com\/blog\/#website","url":"https:\/\/www.questionpro.com\/blog\/","name":"QuestionPro","description":"","publisher":{"@id":"https:\/\/www.questionpro.com\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.questionpro.com\/blog\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.questionpro.com\/blog\/#organization","name":"QuestionPro","url":"https:\/\/www.questionpro.com\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.questionpro.com\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/10\/questionpro-logo.svg","contentUrl":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/10\/questionpro-logo.svg","caption":"QuestionPro"},"image":{"@id":"https:\/\/www.questionpro.com\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/questionpro","https:\/\/twitter.com\/questionpro","https:\/\/www.linkedin.com\/company\/questionpro\/"]},{"@type":"Person","@id":"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/5a547e9ba0ad62a9ffa6f12466a7a244","name":"Ivana Taylor","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/d23fe73ba92b9a95ce057e280755df6b?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/d23fe73ba92b9a95ce057e280755df6b?s=96&d=mm&r=g","caption":"Ivana Taylor"},"description":"Ivana Taylor provides DIY Marketing advice, marketing trends and marketing how-to tips and strategies for small business owners and CEOs.","url":"https:\/\/www.questionpro.com\/blog\/author\/thirdforce\/"}]}},"featured_image_src":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2021\/02\/diferencia-entre-nps-y-csat-1.jpg","featured_image_src_square":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2021\/02\/diferencia-entre-nps-y-csat-1.jpg","author_info":{"display_name":"Ivana Taylor","author_link":"https:\/\/www.questionpro.com\/blog\/author\/thirdforce\/"},"_links":{"self":[{"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/6098"}],"collection":[{"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/users\/128"}],"replies":[{"embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/comments?post=6098"}],"version-history":[{"count":0,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/6098\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/media\/116531"}],"wp:attachment":[{"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/media?parent=6098"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/categories?post=6098"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/tags?post=6098"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}