What should I know about the Net Promoter Score (NPS)?

 

Who can use the NPS at Trusted Shops?

  • Experience Feedback Customers 
  • Key Account Customers 

What is the NPS?

The Net Promoter Score is a metric based on survey results to show how likely customers are to recommend your products and services to a friend or family member.

The NPS isn’t directly about the quality of your products and services. It’s a measurement of the excitement of your customers towards your company.

The easiest way to find this out/collect this info is through the question: “On a Scale from 1 to 10, how likely is it, that you would recommend our products and services to a friend or colleague?

Depending on the ratings, the NPS can be split into three categories:

  • 9-10 Score: Promoters loyal, enthusiastic fans of your company and are most likely to stay.
  • 7-8 Score: Passives satisfied with product and service but may switch to a competitor.
  • 0-6 Score: Detractors unhappy customers who may discourage new customers.

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After the calculation, you will  have a good overview of both your loyal and unhappy customers.

To calculate the NPS, the percentage of the Detractors gets subtracted from the percentage of the Promoters. The percentage of the Passive needs to be ignored.

Why should you use the NPS for your company?

The NPS can help you build a stronger and more trusting relationship with your customers.

Asking if the customer would recommend your company, is a great way to figure out how strong the relationship with your customer is. This question can be easily understood and mediates an active participation in your company’s products and services development

Recommendations lead to both returning and new customers, which leads to more company growth.

You can collect your customers' thoughts and wishes through follow-up questions. After that, you can develop your products and services with a customer-centric perspective. This will give your customers the feeling of being heard and cared for. Accordingly, a customer-centric development leads to stronger customer relationships that are full of trust.

How is the NPS integrated into Trusted Shops questionnaires?

You can speak to your Customer Success Manager if you want to integrate the NPS into your review invitation e-mails. Afterwards, an eTrusted developer will activate the usable templates for your account.

In the Control Centre, you can find the Invite Rules in the Invite settings. There, you can choose from the available questionnaire versions with and without NPS ratings. It can be integrated in both the standard and extended versions of the questionnaires.

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Are you new at eTrusted/Trusted Shops? You can learn how to easily set up your Review Invites in our Help Centre article: Collect your first reviews.

How can I use the data I've collected?

The collected data of the star ratings with and without an NPS is automatically sent to your Inbox of the Control Centre. There, you can view the individual ratings with the NPS.

Trusted Shops offers you the collected data in an Excel chart as a download. You can find the chart as well as the download button inside the Control Centre at the top of your Inbox. After the transmission to your database, your company's NPS can be calculated.

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The NPS is calculated from all the reviews left by the Detractors and Promoters for your company. Here, the NPS calculation ignores the reviews without NPS ratings as well as the ratings from the Passives. You can also choose if the NPS should be calculated from one or more of your account channels.

Are you a developer? In our Developer Centre, you can find further technical Information. Read more about our APIs or the NPS integration.


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