Net Promoter Score® (NPS) is a proven methodology for understanding customer satisfaction.
The customer experience with Promoter Ninja's NPS survey:
NPS question is: “How likely are you to recommend [YOUR BRAND] to a friend?”
Respondents provide their answer on a scale of 0 – 10:
- Promoters: 9 – 10
- Passives: 7 – 8
- Detractors: 0 – 6
Your customers can answer a follow-up question to provide further detail about the score they've given. This allows a recipient to provide context for their rating. Your NPS value is the “what”, the written feedback is the “why”.