NPS Surveys
Measure Customer Experience with our online NPS question type
Predict customer's next step
Measure employee loyalty
Embed a button on your site
Highly customizable NPS
Use NPS® data to predict and prevent customers from leaving
Use your NPS® data to make powerful predictions about customer behavior, such as whether they’re at risk of churn. With Predict iQ, you can bring together NPS® with your operational data, such as spend or repeat visits, to predict behavior and its potential outcome on your core operational metrics so you can step in when your customers need it most.
What is Net Promoter® Score (NPS)?
In its most simple form, Net Promoter® Score can be described with one simple question:
“On a scale from 1-10 how likely are you to recommend our company?”
Net Promoter® Score divides respondents into three categories based on the scale point they selected:
Promoters (scale points 9 and 10): Promoters are your customers who are loyal and enthusiastic about your organisation and will continue buying and referring others.
Passives (scale points 7 and 8): Passives are generally satisfied customers, but lack the enthusiasm of Promoters. This group is vulnerable to competitive offerings and not immune to defection.
Detractors (scale points 0 through 6): Detractors are often unhappy and can diminish your brand through negative word of mouth.
Net Promoter® Score is derived by taking the percentage of respondents who are Promoters and subtracting the percentage of respondents who are Detractors.
*NPS is a registered trademark, and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.
