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Why is the Net Promoter Score so important?

net promoter score

The Net Promoter Score (NPS) is a measure of customer satisfaction and loyalty. It is calculated by asking customers a single question: "On a scale of 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?" Customers who respond with a 9 or 10 are considered "promoters," those who respond with a 7 or 8 are considered "passives," and those who respond with a 0 to 6 are considered "detractors." The NPS is then calculated by subtracting the percentage of detractors from the percentage of promoters.

Research has shown that NPS is a strong predictor of a company's growth and revenue

The NPS is important for companies because it can provide a quick and easy way to gauge customer satisfaction and loyalty. It can also help companies identify areas where they need to improve, and track changes in customer sentiment over time. Additionally, research has shown that NPS is a strong predictor of a company's growth and revenue. As a result, many companies use the NPS as a key performance indicator and use the results to make decisions about their products, services, and overall business strategy.

The continuous measurement throughout the year of the NPS indicator is extremely useful and beneficial since it does not go back specifically to a "photograph" or punctual measurement, which helps companies to understand if the loyalty of their customers is growing, maintaining stable over time or is decreasing.

There is a myth that NPS studies are expensive and complicated. From this window we assure you that it is not, on the contrary, we use an agile, dynamic and reliable methodology for continuous "tracking" studies of NPS.

Contact us and request information.

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