Eduardo E Sierra Hi there,
In case you want to measure customer loyalty, net promoter score is the way to go.
Have you asked or answered the following question:
How likely are you to recommend [company, brand, product or service] to others?
The answer gives you the net promoter score.
But why stop there? You could ask a few questions to gather additional customer feedback.
Promoters and Passives
Customers who respond with a 9 or 10 are promoters; whereas, passives are the ones who give you a 7 or 8.
Wouldn’t you like to know why they gave you that score? Take a look at these open-ended questions:
There’s always room for improvement:
Detractors
They’ll give you a score between 0 and 6. Aside from asking for feedback, you can also request to follow up with them to understand their experience in a personal level.
It’s great to know your net promoter score but it’s even better to maximize your NPS survey to turn detractors and passives into promoters.
