Net Promoter Score (NPS)
Knowing your Net Promoter Score is worthless if you don’t have the ability to improve it. Qualtrics Research Suite enables you to learn your NPS and then do something about it by building relationships with your customers.
Where Qualtrics Adds Value
Qualtrics enables users to calculate their Net Promoter Score – the customer service metric developed* by Fred Reichheld, Satmetrix, and Bain & Co – and improve it. The Net Promoter Score is a quick way to determine customer loyalty and predict growth. Qualtrics includes a number of features that are useful for this survey type:
Calculate Your Net Promoter Score
Collect data via e-mail, posted link, survey embedded in a website or pop-up. Automate surveys to go out to clients as soon as they are signed or after a specified amount of time. Create multiple reports that segment by region, branch or any other criteria and update in real time for instant analysis.
Create Panels for Ongoing Communication
Build separate panels for promoters, detractors and passives. Ask them for permission to continue contact and repeatedly survey these respondents to track their progress over time. Qualtrics enables you to customize information that you send, which improves your standing with each group.
Engage Promoters, Detractors, Passives
Maintain contact with each group and customize messages to them. Give promoters information to disseminate, show passives why you’re great, and find out how to remedy the concerns of detractors. Throughout the whole process you are building a relationship with them and increasing their enthusiasm for your brand.
* Net Promoter Score is a registered trademark of Fred Reichheld, Satmetrix, and Bain & Co.