LISTEN TO YOUR CUSTOMERS – AND GROW!
Customer Loyalty is a vital part of a sustainable and robust business strategy. NPS.Today is a unique tool that makes it possible to easily gather data on you customers’ experience and loyalty. It is based on Net Promoter Score (NPS®), which gives you and overall score of your business performance in terms of customer Loyalty, based on a rating of a single question and added comments. NPS.Today allows you to quickly send out customizable surveys, that are answered in straight in the e-mail, receive real-time actionable feedback and explore data based on the entire business performance or individual employees, teams, departments or industries.
NPS.Today gives you a complete overview of your company’s customer loyalty and makes it possible to take proactive actions towards a more sustainable business strategy.
Companies who employ NPS
What is Net Promoter Score?
It is the leading measure of customer loyalty and one of the leading growth indicators.
Net Promoter Score (NPS®) has become the international standard for measuring customer loyalty due to is simplicity, that makes it easy for everyone to understand and possible to share and compare results, and the extensive research that has shown a linear relationship between NPS and growth.
NPS is also called “The Ultimate Question” because it asks a single question:
”How likely is it that you would recommend … to a friend or colleague?”
Using a 0-10 scale, respondents are grouped as follows:
- Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth
- Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
- Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).
How to use NPS.Today
Step 1: Create campaign
Customize your own surveys with your own logo and colors, and decide whether the customer should be allowed to add further comments, categorize the response or be anonymous and set alarms in case of negative (or positive) response, that will make sure that unsatisfied customers are handled probably.
Step 2: Send survey
It is easy and quick to create the customers in NPS.Today by importing customers from an excel-file, which allows you to create multiple customers at once. You will already have you customers in NPS.Today should you choose to integrated NPS.Today in you current business system or directly in Dynamics CRM. After importing or creating your customers, you simply choose which customers or customer groups that should receive your NPS-survey and who the sender should be.
Step 3: Real-time feedback
All responses are received instantly, when the customer respond. The responses are group and the NPS Score is updated every time you receive a new response. The responses are shown in a dashboard with easy interpretable graphs showing the performance of employees, teams, departments or industries and you are able to view every single response, share them across your business and take real-time proactive actions.