Net Promoter Score Surveys
Net Promoter Scores® (NPS) serve as the foundation for VOC surveys.
To maximize customer participation and minimize drop-out rates, we recommend that surveys be kept to a maximum of 5 minutes in length, typically allowing for 15-20 questions in total.
- The likelihood of your customer to recommend your product, service or brand
- The likelihood of your customer to utilize your service or purchase from you in the future
Three significant benefits of the NPS® approach are:
- Its ability to galvanize effort toward critical customer-centric business objectives
- Its link to financial performance
In addition to Net Promoter Score® Surveys, the Second To None platform consists of:
- Data Visualization
- Dashboard Reporting
- Action Priorities
- Sentiment Analysis
- Text Analytics
What NPS® doesn’t provide is a clear path to action. For that reason, we recommend adding diagnostic richness to NPS® by including several traditional customer satisfaction survey questions. We refer to this as NPS®+.
This NPS®+ model includes an NPS® measure (e.g. likelihood to recommend), other key performance indicators of customer loyalty (e.g. relationship intent, overall satisfaction) and other factors that define and shape the customer’s overall experience (e.g. store appearance, associate interaction, wait time, etc.)
Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.