Once you have calculated your NPS survey results and asked your audience about key drivers, you should have significant data points to be able to run advanced analyses likeKey Driver Analysisor multivariate regression to identify your specific ways to improve the customer experience and your NPS sc...
Employee Net Promoter Score®, or eNPS, measures employee satisfaction and loyalty toward their organization. It’s an employee-centered NPS. Similar to customer NPS, the eNPS survey question is: “On a scale of 0–10, how likely are you to recommend [your company name] as a place to ...
That individual who keeps getting low NPS scores… Are they a problem? Or are they your star performer who’s fixing more than their fair share of difficult customer issues? Are they a liability, or are they a new starter, who, with a little coaching could be one of your greatest assets...
Which type of NPS is right for you depends on your specific needs. If you are looking to improve a specific aspect of your customer experience, then transactional NPS may be a good choice. If you are looking to get a more holistic view of your customer experience, then relational NPS may...
Net Promoter is calculated like this: % of Promoters - % of Detractors. NPS is a simple average. See it like this: any score 0-6 counts as -100, and scores 9-10 counts as +100. It's important to do a driver analysis. A driver contribution calculation determines the impact of real...
Employee Net Promoter Score®, or eNPS, measures employee satisfaction and loyalty toward their organization. It’s an employee-centered NPS. Similar to customer NPS, the eNPS survey question is: “On a scale of 0–10, how likely are you to recommend [your company name] as a place to ...
CSATis a method used to measure how satisfied customers are with the products or services of a brand. CSAT scores are calculated by measuring the average rating customers provide. CSAT scales can vary, for example, they can be between 1 and 10, with 10 being the highest or 1 and 5, wit...
It’s also a good idea to track your performance by comparing your own NPS scores over time. 📌Tip: If you’d like to know why a respondent selected a particular number on the rating scale, you can use Survicate’s survey logic. It allows you to ask follow-up questions that are tr...
How to Measure NPS While calculating NPS may sound a little complicated, you can actually measure your brand’s score in a few simple steps. 1. Survey your customers. Ask your customers, “On a scale of 0-10, how likely are you to recommend us to a friend?” Then follow up with, ...
Always use the same scale to ensure that your NPS results are consistent and comparable over time. Whether you choose a scale of 1-10 or 1-5, you should make sure to use the same one when gathering scores. A uniform scale maintains data collection consistency and ensures respondents are fa...