NPS is a satisfaction metric built on a single question: how likely are you to recommend us to a friend, on a scale from zero to ten. Responses are divided into promoters, passives, and detractors, and the result is the difference between the share of promoters and detractors, so it ranges from minus one hundred to one hundred. The main advantage is simplicity and comparability over time; the main weakness is that the number alone does not say what to change. That is why the supplementary open question, asking why the client gave this particular rating, is more important – it produces a list of concrete measures. Collect responses regularly and at the same point in the relationship, for example after completing an order, so that they are comparable. Do not stop at measuring: every detractor is an opportunity for a conversation that often averts churn.
See also: Customer retention, Customer onboarding, Online review management.
