NPS

Introduction to Net Promoter Score (NPS) Surveys

The Net Promoter research model is based on the question of how likely a B2C or B2B client is to recommend a brand/organisation as the brand of choice to his/her business friends and colleagues. A rating is provided on a scale of 0-10, where 0 is very unlikely and 10 is very likely. The ratings collected are then classified as detractors, passives and promoters.

Goals of a Net Promoter Score survey in South Africa

The Net Promoter Research model is used for a number of reasons:

To determine an organisation's baseline customer loyalty, as a starting point. A Net Promoter Score is calculated by classifying customers into three groups promoters, passives and detractors and then subtracting the percentage detractors from the percentage promoters.
To benchmark your results against other organisations, industries and regions.
To classify clients into three groups: Promoters who are enthusiastic about your brand, passives who are on the fence, and detractors who are keen on leaving.
To create strategies for each group: Upholding the standards that promoters have come to expect from you, to sway passives into becoming more enthusiastic, and to rescue detractors.
To build a survey app that collects responses and escalates them to senior management for action: Detractors' complaints and queries send high priority alerts to your team, Passives' suggestions for improvement are analysed for trends, and Promoters' testimonials and business leads are flagged for follow-ups.

NPS Objective #1:

Convert passives & detractors into promoters by capturing their feedback and resolving their queries.

Learn more about how a Net Promoter Survey project is designed:

B2B Clients & Partners

Surveys that are strategically designed to improve customer retention in just 3 months.

High-level Interviews

Telephonic interviews
Face-to-face interviews
Online Teams Interviews

Apps & Integrations

The most important part of an NPS survey is managing and resolving customer complaints ASAP.

Free preliminary consultation

Our research specialists are standing by to answer all your survey-related questions and to show you examples of our questionnaire and app.
Call us at the number below or contact us via the website's contact page.

NET PROMOTER SCORE