Discover more about the NPS methodology and its benefits
Posted: Mon Jan 20, 2025 5:35 am
Understanding customer satisfaction levels is a key factor for companies looking to grow autonomously and safely. And when it comes to an accessible and easy-to-interpret metric, NPS is the ideal choice for directing actions.
It provides a clear and direct reading of how customers view the business, providing entrepreneurs with accurate information to improve their performance. NPS is a tool used to measure customer experience and objectively identify who is most likely to recommend the brand and who shows signs of dissatisfaction.
Br24 believes that providing the right tools and necessary intelligence enables the client to build a solid understanding of their customers and adjust their strategies accordingly.
This is the focus: the customer at the center, guiding the business's own actions, with the security of having the resources and knowledge necessary to act independently.
Learn what NPS is and why it is important for your business
At its core, NPS boils down to one simple question: “On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?” This straightforward question gives you a clear understanding of who your biggest supporters are (those who answer between 9 and 10), who are satisfied but may not be as loyal (those who answer between 7 and 8), and who are truly dissatisfied (those who answer between 0 and 6).
Each response provides valuable information for the company, providing the possibility of creating actions focused on the real needs of those who already know and use their products or services.
The NPS score is a thermometer that reveals how customers feel about your brand and how willing they are to recommend it. In a market where personal recommendations have a huge influence on purchasing decisions, having customers who are true promoters is almost like having ambassadors for your brand.
A satisfied customer not only returns, but also brings new customers, forming a network of people who trust your company. This creates a positive and sustainable cycle for any company that values long-term relationships.
Read also: Satisfaction survey: objectives, methods and main benefits
Learn how NPS measures customer satisfaction
What makes NPS so valuable is its ability to categorize customers into three distinct portugal telemarketing data groups: promoters, passives, and detractors. Promoters are those who gave a score between 9 and 10, showing that they are passionate about your product or service.
Passives, with scores of 7 and 8, are satisfied customers who are not fully engaged. Detractors, with scores from 0 to 6, are those who have had negative experiences.
By understanding these categories, your company can make informed decisions. For example, while you want to nurture and engage promoters, you can work to understand and win back detractors, turning negative feedback into opportunities for improvement.
This not only improves the customer experience, but also helps build a culture of listening and learning within your organization.
NPS: main benefits for companies in different sectors
NPS is a strategy that can be adapted to a variety of industries. Whether you’re in retail, financial services, healthcare, or technology, NPS can provide valuable and actionable insights. It allows you to quickly understand how your audience is reacting to different aspects of your business.
One of the great advantages of NPS is its accessibility. It doesn’t matter if your company is small or large, you can apply this methodology without major investments. It provides a significant return in terms of customer knowledge. You start to see patterns and trends that can guide your strategic decisions.
Simple and intuitive strategy
Applying NPS is simple and intuitive. With just one question, you can gather an impressive amount of feedback. This simplicity means that anyone on your team can participate in the process. If you have a customer service team, for example, they can easily request this information after interactions with customers.
This not only democratizes data collection, but also engages your team in the process of continuous improvement. When everyone in the organization has access to customer feedback, the mindset shifts, and everyone becomes an agent of change, always looking for ways to improve the customer experience.
Agile solution
The agility of NPS is another of its great advantages. In a constantly changing market, it is essential that your company has the ability to adapt quickly.
NPS provides real-time feedback, allowing you to identify problems and opportunities as they arise. This ability to respond quickly is a crucial competitive differentiator.
Adaptable
The methodology is adaptable to different contexts and sectors. If you are launching a new product or service, NPS can be applied to measure the initial reception of the public.
If you’re going through an internal restructuring , you can use NPS to gauge how your customers are reacting to these changes. This versatility makes NPS an invaluable tool in any business strategy.
Less manipulable
One of the most appealing aspects of NPS is its resistance to manipulation. By asking a single question, you minimize the chance of biased responses. This results in more authentic and reliable data. Honesty in your responses is crucial to making informed decisions.
When the data is real, you can identify areas that need attention and others that are performing well. NPS allows your company to have a clear and objective view of customer satisfaction, leading to a more informed business strategy.
Learn how to apply NPS in practice
NPS calculator
Applying NPS in practice is a simple process, but it requires attention and strategy. The first step is to identify the right moments to ask for feedback. This can be done right after a purchase, after customer service, or during meaningful interactions.
Choosing the right moment is key to ensuring the customer remembers the experience and can provide useful feedback.
Next, think about frequency. NPS should be applied regularly, but not excessively. The ideal is to find a balance that allows you to collect meaningful data without overwhelming the customer. A good practice is to integrate NPS into existing communications, such as thank you emails or post-purchase feedback forms.
NPS calculation method
Calculating NPS is simple. After collecting responses, you determine the percentage of promoters and the percentage of detractors.
The formula is: NPS = % Promoters – % Detractors . For example, if 70% of your customers are promoters and 20% are detractors, your NPS will be 50.
This metric is valuable not just as a number, but as an indicator of the health of your company’s relationship with customers. It’s a way to track how satisfaction evolves over time, allowing you to see whether your actions are actually making a difference.
Promoters, passives and detractors
Understanding the three customer groups is key to building effective strategies. Promoters are your best allies, they promote your business through recommendations and positive feedback. Invest in relationships with them, perhaps offering incentives or rewards, so they continue to feel valued.
Passives, on the other hand, should not be ignored. Although they are satisfied, their loyalty is fragile. Connecting with them and understanding what could turn them into promoters is a valuable opportunity. Finally, detractors need to be heard. It’s not just about resolving their complaints, but understanding what caused their dissatisfaction and how you can improve their experience.
It provides a clear and direct reading of how customers view the business, providing entrepreneurs with accurate information to improve their performance. NPS is a tool used to measure customer experience and objectively identify who is most likely to recommend the brand and who shows signs of dissatisfaction.
Br24 believes that providing the right tools and necessary intelligence enables the client to build a solid understanding of their customers and adjust their strategies accordingly.
This is the focus: the customer at the center, guiding the business's own actions, with the security of having the resources and knowledge necessary to act independently.
Learn what NPS is and why it is important for your business
At its core, NPS boils down to one simple question: “On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?” This straightforward question gives you a clear understanding of who your biggest supporters are (those who answer between 9 and 10), who are satisfied but may not be as loyal (those who answer between 7 and 8), and who are truly dissatisfied (those who answer between 0 and 6).
Each response provides valuable information for the company, providing the possibility of creating actions focused on the real needs of those who already know and use their products or services.
The NPS score is a thermometer that reveals how customers feel about your brand and how willing they are to recommend it. In a market where personal recommendations have a huge influence on purchasing decisions, having customers who are true promoters is almost like having ambassadors for your brand.
A satisfied customer not only returns, but also brings new customers, forming a network of people who trust your company. This creates a positive and sustainable cycle for any company that values long-term relationships.
Read also: Satisfaction survey: objectives, methods and main benefits
Learn how NPS measures customer satisfaction
What makes NPS so valuable is its ability to categorize customers into three distinct portugal telemarketing data groups: promoters, passives, and detractors. Promoters are those who gave a score between 9 and 10, showing that they are passionate about your product or service.
Passives, with scores of 7 and 8, are satisfied customers who are not fully engaged. Detractors, with scores from 0 to 6, are those who have had negative experiences.
By understanding these categories, your company can make informed decisions. For example, while you want to nurture and engage promoters, you can work to understand and win back detractors, turning negative feedback into opportunities for improvement.
This not only improves the customer experience, but also helps build a culture of listening and learning within your organization.
NPS: main benefits for companies in different sectors
NPS is a strategy that can be adapted to a variety of industries. Whether you’re in retail, financial services, healthcare, or technology, NPS can provide valuable and actionable insights. It allows you to quickly understand how your audience is reacting to different aspects of your business.
One of the great advantages of NPS is its accessibility. It doesn’t matter if your company is small or large, you can apply this methodology without major investments. It provides a significant return in terms of customer knowledge. You start to see patterns and trends that can guide your strategic decisions.
Simple and intuitive strategy
Applying NPS is simple and intuitive. With just one question, you can gather an impressive amount of feedback. This simplicity means that anyone on your team can participate in the process. If you have a customer service team, for example, they can easily request this information after interactions with customers.
This not only democratizes data collection, but also engages your team in the process of continuous improvement. When everyone in the organization has access to customer feedback, the mindset shifts, and everyone becomes an agent of change, always looking for ways to improve the customer experience.
Agile solution
The agility of NPS is another of its great advantages. In a constantly changing market, it is essential that your company has the ability to adapt quickly.
NPS provides real-time feedback, allowing you to identify problems and opportunities as they arise. This ability to respond quickly is a crucial competitive differentiator.
Adaptable
The methodology is adaptable to different contexts and sectors. If you are launching a new product or service, NPS can be applied to measure the initial reception of the public.
If you’re going through an internal restructuring , you can use NPS to gauge how your customers are reacting to these changes. This versatility makes NPS an invaluable tool in any business strategy.
Less manipulable
One of the most appealing aspects of NPS is its resistance to manipulation. By asking a single question, you minimize the chance of biased responses. This results in more authentic and reliable data. Honesty in your responses is crucial to making informed decisions.
When the data is real, you can identify areas that need attention and others that are performing well. NPS allows your company to have a clear and objective view of customer satisfaction, leading to a more informed business strategy.
Learn how to apply NPS in practice
NPS calculator
Applying NPS in practice is a simple process, but it requires attention and strategy. The first step is to identify the right moments to ask for feedback. This can be done right after a purchase, after customer service, or during meaningful interactions.
Choosing the right moment is key to ensuring the customer remembers the experience and can provide useful feedback.
Next, think about frequency. NPS should be applied regularly, but not excessively. The ideal is to find a balance that allows you to collect meaningful data without overwhelming the customer. A good practice is to integrate NPS into existing communications, such as thank you emails or post-purchase feedback forms.
NPS calculation method
Calculating NPS is simple. After collecting responses, you determine the percentage of promoters and the percentage of detractors.
The formula is: NPS = % Promoters – % Detractors . For example, if 70% of your customers are promoters and 20% are detractors, your NPS will be 50.
This metric is valuable not just as a number, but as an indicator of the health of your company’s relationship with customers. It’s a way to track how satisfaction evolves over time, allowing you to see whether your actions are actually making a difference.
Promoters, passives and detractors
Understanding the three customer groups is key to building effective strategies. Promoters are your best allies, they promote your business through recommendations and positive feedback. Invest in relationships with them, perhaps offering incentives or rewards, so they continue to feel valued.
Passives, on the other hand, should not be ignored. Although they are satisfied, their loyalty is fragile. Connecting with them and understanding what could turn them into promoters is a valuable opportunity. Finally, detractors need to be heard. It’s not just about resolving their complaints, but understanding what caused their dissatisfaction and how you can improve their experience.