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Customer success & NPS

What is it and why do we need it? Download our free guide to customer success.

Get the guide

What is NPS?

One of the most effective ways to measure customer loyalty and satisfaction is NPS, a survey tool which simply asks whether or not someone is likely to recommend your product or service to someone else.

The NPS scale

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Types of scores

"Detractors" are those who give a score of six or lower, and as you might be able to guess from the name, they are unlikely to promote your business to other people.

"Passives" are those who give a rating of seven or eight. They are relatively satisfied but may move to a competitor if they receive a better offer.

"Promoters" are those that give a score of nine or 10 – they are likely to promote your business to friends and colleagues.

Calculating your NPS score

Subtract the percentage of detractors from the percentage of promoters. Then, represent that number as a whole number instead of a percentage.

What does good look like?

A score between 50 and 70 is "excellent" and indicates that your organisation is enjoying plenty of positive referrals, while beyond 70 is considered "world-class."

What companies have the highest NPS?

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51

77

nps

77

nps

74

nps

68

nps

62

Source: Retently March 2019”

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Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.

Sir Richard Branson
FOUNDER, VIRGIN GROUP

Why invest in customer success?

Customer loyalty: As happy customers are loyal customers, Customer Success can lower client acquisition costs because we don't lose them to our competitors.

Customer insights: Customers feel valued when they are heard and understood. With research showing that just 8% of customers feel that their voices are being heard all of the time, many brands are missing out on constructive insights that have the power to improve their businesses.

nps nps

Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.

Sir Richard Branson
FOUNDER, VIRGIN GROUP

Why invest in customer success?

Customer loyalty: As happy customers are loyal customers, Customer Success can lower client acquisition costs because we don't lose them to our competitors.

Customer insights: Customers feel valued when they are heard and understood. With research showing that just 8% of customers feel that their voices are being heard all of the time, many brands are missing out on constructive insights that have the power to improve their businesses.

Download our free guide to discover the secets to customer success and grow your business.

Download
nps nps

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