When, Why, and How Often to Use NPS

  • 8 May 2019
  • 1 reply

The NPS or Net Promoter Score survey is a method of measuring your customers’ overall satisfaction with your company’s product or service and a proxy for brand loyalty.

Gainsight PX helps your team deliver superior product experiences while Gainsight’s customer success platform helps to ensure customers are receiving business value from the product.

The survey itself is simple. Customers are asked one single question, “On a scale of 0–10, how likely are you to recommend this company’s product or service to a friend or colleague?” Based on their rating, the customers are classified into one of three categories; Detractors, Passives and Promoters.

Promoters answered 9 or 10 and are the repeat buyers and evangelists who recommend your products and services. Passives give a score of 7 or8. They probably wouldn’t spread any negative word of mouth, but also aren’t enthusiastic enough to promote. The Detractors answered a score lower to or equal to 6. They most likely won’t purchase again from your company and could potentially damage your reputation through negative word of mouth.

  • When should you send users an NPS survey?

  • How often should you send an NPS survey?

  • What do I do with NPS?

Read more here - https://www.gainsight.com/blog/when-why-and-how-often-to-use-nps/

1 reply

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It is always a question around "when" an NPS should be send and "How often" and even not knowing what to do with the score. This article is a good round up of how to address all these questions! thanks for sharing @leslie_diephuis