最后，计算Net Promoter Score。方法是将“推广者”的百分比减去“贬低者”的百分比。公式如下：``NPS = %Promoters - %Detractors`NPS值的范围是-100到+100。如果所有顾客都是贬低者，那么NPS值会是-100。如果所有顾客都是推广者，那么NPS值会是+100。通常，一个积极的NPS（即，高于0的NPS）被认为是好的。NPS...
Net Promoter© Score (NPS) Question Highlight Question Signature Question Video Response Question Unmoderated User Testing Question Tree Testing Question Interview Selector Question Advanced Questions Pre-Made Qualtrics Library Questions Formatting Questions Formatting Answer Choices Page Breaks Respon...
NPS (Net Promoter Score 淨推薦值)是一種衡量顧客滿意度、忠誠度和使用者體驗的指標,透過這一個問題來計算:「您有沒有可能推薦[公司/品牌/產品/服務名稱]給朋友或同事?從 0 到 10 的等級。」 NPS問卷範例 根據評分,將顧客分為三類: Promoters (推廣者) 分數 9 ~ 10,是忠誠度高、常回購、常向他人推薦你...
客户净推介值将客户分为三类:推介型客户(promoters)、消极满意型客户(passives)和贬低型客户(detractors)。NPS=P(推介型客户的百分比)-D(贬低型客户的百分比)。经过25年的研究,弗雷德的团队发现,有很高客户忠诚度的公司通常能以竞争对手两倍的速度提高利润。这也就是为什么口碑营销如此受到重视的原因。当客户感到自己...
10或9的受访者被称为“推荐者”(Promoters,说好话的);8或7的受访者被称为“被动者”(Passives);而0到6的所有受访者则被称为“贬损者”(detractors,说坏话的)。然后,统计出这三类人各自在整个样本中所占的百分比,最后用推荐者所占的百分比减去贬损者所占的百分比,就得到一个“净推荐值”(net promoter ...
- Net Promoter Score 净推荐值:衡量客户忠诚度的指标 - segment your customers 给你的客户分类 - detractors (haters) / passives / promoters 三种不同的客户类型 - Price doesn’t really incentivize promot...
Promoters are very satisfied customers who answer between 9 and 10. Passives are moderately satisfied customers who answer between 7 and 8. Detractors are unsatisfied customers who answer between 0 and 6. The NPS is calculated by subtracting the percentage of detractors from the percentage of prom...
10或9的受访者被称为“推荐者”(Promoters,说好话的);8或7的受访者被称为“被动者”(Passives);而0到6的所有受访者则被称为“贬损者”(detractors,说坏话的)。然后,统计出这三类人各自在整个样本中所占的百分比,最后用推荐者所占的百分比减去贬损者所占的百分比,就得到一个“净推荐值”(net promoter ...
Net Promoter Score = Promoters (%) – Detractors (%) Importance of NPS A high NPS is generally associated with healthier and more successful businesses. For example, research conducted byBain & Co.revealed that there is a correlation between net promoter score and organic growth measures. The ...
How to Calculate Net Promoter Score In order to calculate your Net Promoter Score, you first need results from a Net Promoter Score Survey. Once you have the results from that survey or series of surveys, you will be able to categorize your respondents into promoters, passives, and detractors...