NPS Survey - Would you recommend your company?

More importantly, would your customers?

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What is NPS?

NPS is based on an American method that has established itself strongly among business owners over the recent years. The advantage of the survey is that it is easy for the customer to provide feedback, as it is only based on one question fundamental question: How likely are you to recommend us to others?

When the question is sent via multiple channels at once, the barrier to communication becomes lower. An SMS, for an example, is less intrusive than a phone call, but more direct than an email. An NPS survey is an easy way to gather insights about how your business is doing in the market and how many customers are happy to recommend your company to others.

What is the Difference Between NPS and CSI?

The two survey methods, NPS and CSI, differ from each other in the way that NPS examines the customer's relationship to your brand, while CSI focuses on overall customer satisfaction. A high NPS value indicates that the customer is a so-called ambassador for your brand, someone who is happy to associate with you and recommend your services to others.

NPS and One Survey

One Survey gives you the full Net Promoter Score experience, with ready-to-go templates and a report system that calculates your NPS automatically. Just send out your surveys, sit back and watch the system work for you!

Net Promoter Score

Net Promoter Score consists of one fundamental question

"How likely are you to recommend us to others?"

The survey can of course be supplemented with both general questions regarding different services or products and more specific questions that focus on customer service or branding.

What Does the NPS Scale Look Like and What Does it Mean?

In the survey, customers choose to evaluate the chance of recommending you further on a scale of 0 to 10. The closer to 10 the better, as it indicates that your brand is highly regarded. To understand an NPS value, the answers are usually divided into three customer segments:

Promoters - 9 or 10 on the NPS Scale

These customers are loyal and can be called ambassadors for your brand, which means that they are recommending your services to their contacts, giving you a larger customer base.

Passives - 7 or 8 on the NPS Scale

These customers are satisfied with their experience of your company and your services, but no more than that. If a competing business gives them an equivalent or better experience, then the risk is high that they turn to them the next time.

Detractors - 0 - 6 on the NPS Scale

These are customers who choose the lower range on the scale and thus are very unlikely to recommend your company and services. They have had an unpleasant experience, and therefore do not feel satisfied with the service or product that you offer. When a customer values your business low, it should be seen as a warning sign because it can lead to a bad reputation, especially in today’s world where it is so easy to rank and review a company on social media and other digital landscapes.

How Do You Calculate an NPS Value and What is a Good Score?

The result you are striving after when conducting an NPS survey is to have more promoters than detractors. The maximum score is 100, so you should strive for as high a score as possible. What is considered a good number depends entirely on the size of your company and how others in your industry stand.

NPS Promoters, passives and detractors

If you land at 0 or a negative number, you are in the lower range and may therefore need to work on enhancing the customer experience and work harder to get more ambassadors for your brand. But always compare with your competitors before you form an opinion about your own value. It may be that your industry has a lower NPS value in general. Industries that have daily contact with many customers and actively work with customer complaints often have a lower NPS than companies that offer personal and unique products.

One Survey and Net Promoter Score

The most important part with a survey is that it should be easy to participate. Here is an example how Net Promoter Score could look like using One Survey.

One Survey offers you a specifc NPS question type which comply with the industry standard. Once you have added the specific question type, our report system will automatically calculate and present a NPS. One Survey also allows you to combine different types of questions with question logic so that you can ask your customer follow up questions on a high or low score.