Improving your Net Promoter Score® in 5 simple steps
By DIVYA BHAT | DECEMBER 13, 2016 As more and more brands wake up to the benefits of tracking Net Promoter Score®, the world is inching closer and closer to a customer-centric culture. The need to have a strong hold on the NPS® is being recognized more vigorously than ever as businesses define their success in terms of their customer experience. The better the experience, the higher the customer loyalty. The higher the loyalty & retention, the higher the profits. It’s become that simple, really! Let’s look at Net Promoter Score® in a nutshell… The Net Promoter Score is a customer loyalty metric that shows a brand how likely its customers are to recommend them to their friends and family. This measurement of likelihood of recommendation happens on a scale of 0 to 10. The closer they are to 10, the higher their chances of spreading the word. To make this metric more actionable, the scale is segregated into three: Detractor A score anywhere between 0 & 6 means that the custom...