How to understand your Net Promoter Score®

When you have implemented Net Promoter Score® in UserReport you will get insights into your customer satisfaction and learn how to convert disloyal customers into long lasting loyal customers.

First, go to ‘Net Promoter Score®’ under ‘Survey Reports’. Here you can see your Net Promoter Score® and your distribution of Detractors, Passives and Promoters. The Net Promoter Score® is calculated by taking the percentage of customers who are Promoters and subtracting it with the percentage of customers who are Detractors.

Read more about Net Promoter Score® here

In addition to this, you can see how your Net Promoter Score® has evolved during the past 12 months, giving you insights on whether your actions are actually improving the customer satisfaction.

Breakdown by survey questions:

Furthermore, the integration between UserReport and Net Promoter Score® gives you the opportunity to merge your Net Promoter Score® with the other questions asked in the survey.

In the ‘Question breakdown’ section you will be presented with the ‘Top findings’ related to the connection between your Net Promoter Score® and the other questions from your survey. This will give you a quick overview of some of the most interesting findings.

However, you are also able to make your own analysis based on the connection between your Net Promoter Score® and the other questions from your survey. More specifically, you can see how your Net Promoter Score® is related to ‘Demographic questions’, ‘Satisfaction question’, ‘Own questions’ or questions about ‘Devices’.

For an example, you can see if your female customers are more satisfied than your male customers.

Also, you can see if the customers who often visit your website are more satisfied than the customers who rarely visit your website.

Question feedback:

In the ‘NPS® feedback’ section you will be presented with the feedback given following your customers ranking on the Net Promoter Score®.

In this way, you can find out why your Detractors are unsatisfied and then act on it, giving them the feeling that they are being listened to and that they matter. At the same time you can learn from your Promoters what you do well and what you should continue to focus on. In other words, the ‘NPS® feedback’ helps you retain and acquire more customers.

Finally, by mousing over the profile icons to the right side of the comments you can actually get further information about the users in regards to socio demographics as well as device and browser use.

Attachments

Comments

Powered by Zendesk