NPS Phone Survey (Net Promoter Score)

What is an NPS Survey?

The Net Promoter Score (NPS) is a customer loyalty index that determines the commitment of consumers to a product or service of a particular brand or company. Accordingly, the NPS survey is a tool used to determine the loyalty index. On practice, surveys can be implemented in many ways, but the most effective of these is to make a phone call to customers using the call center capabilities.

The NPS telephone survey is very simple:

  • the respondent is asked to indicate the probability that he or she will recommend the product or service of the company to other people on a scale from 0 to 10;
  • the responses are divided into three groups:
  • 9-10 points - promoters;
  • 7-8 points - passive;
  • 0-6 points - detractors.

The Net Promoter Score is calculated by finding the difference between the percentage of promoters and the percentage of detractors.

How useful is NPS survey for business?

An NPS survey will be useful if you are the owner or manager of a company, and you need to:

  • create a system of objective evaluation and motivation of employees working with clients;
  • reduce losing customers and recover a greater percentage of the lost;
  • increase sales volumes.

Additional NPS survey capabilities

While conducting NPS surveys Call Сenter Department operators are able not only to collect statistical information about the customers’ loyalty level, but also are to find out the qualitative reasons of their attitude to a particular product or manufacturer. To do this respondents are asked additional questions during the NPS survey:

  • why did we receive such a rating from you?
  • what do we need to do to get the maximum score from you?

Having answers to this simple questions from your clients, you might:

  • evaluate the company's performance quality as a whole, its separate divisions and employees in particular;
  • identify weaknesses in the policy of interaction with the consumers of your products or services;
  • evaluate the effectiveness of advertising campaigns;
  • develop a strategy for improving business performance;

What is required for an NPS survey?

In order to take full advantage of customer loyalty awareness, you need to request us for such a research. Operators and analysts will do everything else in the shortest possible time. The results will be provided to you in a systematic, easy-to-use form, with primary information to enable self-analysis or audit.

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