NPS Meet the Net Promoter Score update

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ashraf3545
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NPS Meet the Net Promoter Score update

Post by ashraf3545 »

Customer experience matters and although this is a recurrent statement in the business world, when it comes to understanding which factors contribute to delighting the public, doubts arise on how to measure them. In this sense, the NPS is one of the main metrics to understand the customer experience, responsible for demonstrating the level of satisfaction and loyalty of consumers. NPS 3.0 was an update made by Fred Reichheld himself, who developed the NPS methodology. He decided to increase the metric after analyzing the results of a bank.

That presented consistent results with existing customers: 82% of the growth in deposits came from customers and referrals, while in credit, this number was 88% . With these results, the bank was able to increase lending by 15%, in a market Email Data that normally gets 2% . In Reichheld's view, these numbers were a reflection of keeping customers happy, directly impacting LTV The relationship between NPS and CX The experience can be measured by a set of metrics (objective and subjective), and the NPS is part of the second group, related to feelings and the voice of the customer.

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But what is the relationship between net promoter score and customer experience ? According to a scale of 0 to 10, the NPS is able to demonstrate how that service has improved the consumer's life. In other words, it is responsible for revealing the consistency of the relationship between customer and company , allocating customers into three groups: Promoters: customers satisfied with the experience and who tend to indicate the company more frequently; Passives: like the organization but not to the point of being loyal; Detractors: disappointed customers who can damage the business's reputation.
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