Net Promoter Score (NPS),即净推荐值,是全球衡量客户满意度和忠诚度的主要指标。通过提出单个问题,NPS 可以帮助量化展现客户对公司的忠诚度,并将结果以-100到+100的数字进行报告。这套计算体系由美国贝恩咨询公司客户忠诚度业务的创始人弗瑞德·赖克霍德 (Fred Reichheld) 在2003年哈佛大学商务回顾文章”你需要致力...
(Net Promoter Score definition)NPS stands for Net Promoter Score, which is a common metric used in customer experience programs. An NPS score measures customer loyalty by looking at their likelihood of recommending a given business.Your NPS score is measured with a single-question survey and ...
Learn what Net Promoter Score (NPS) is, why it’s important, and how to do the NPS score calculation. You can easily start capturing your NPS with GatherUp®.
A net promoter score is a method of using a single survey question to gauge customer satisfaction with a product. Businesses can send out this question— “On a scale of 0 to 10, how likely are you to recommend [our product or company]?”—at various stages of the customer’s journey....
A net promoter score (NPS) is a customer satisfaction metric. Businesses gather NPS data by surveying current customers. Although survey distribution methods and additional questions can vary, the NPS question is standardized. All NPS surveys have customers answer the following question: "On a scale...
The Net Promoter Score can be calculated by subtracting the percentage of detractors from the percentage of promoters. Another way to determine the same score is to use the following equation: (number of promoters - number of detractors) / (number of responses) x 100 ...
The Net Promoter Score is a simple but powerful tool to measure client satisfaction with one single question. Here we discuss use, application and pitfalls.
Net Promoter Score (NPS) is avoice of the customer(VoC) tool used by organizations to collect feedback from their customers. It's typically one simple question (noted below) that asks for a score between 0-10, followed by several follow-up questions to determine the root cause of the sco...
The Net Promoter Score (NPS) is determined by subtracting the percentage of customers who are detractors from the percentage who are promoters. What is generated is a score between -100 and 100 called the Net Promoter Score. At one end of the spectrum, if when surveyed, all of the customer...
How to interpret Net Promoter Score® Net Promoter Score® is always expressed as a number from -100 to 100; the score is negative when a company has more detractors than promoters, and positive in the opposite situation. In the Net Promoter System®, average scores vary greatly between...