Net promotor score (NPS)
Posted: Wed Jan 22, 2025 8:19 am
This is typically gathered through surveys, which usually ask customers how likely they are to refer your brand to someone on a scale of 0 to 10. Those who mark 9 or 10 are called “promotors,” and are excited about your brand. Anyone who marks 0-6 is called a “detractor,” and is unsatisfied.
Here’s how you calculate your score: % of promoters – % of detractors. If you use Sprout, you can set up NPS surveys in Facebook and Twitter DMs for consumers to fill out after interacting with your canada b2b leads brand. Their answers will appear in your Customer Feedback Report.
A screenshot of a social messaging NPS survey set up through Sprout.
Social commerce metrics
Using social commerce storefronts, like Facebook Shops and Instagram Shopping, provides you with a number of retention and loyalty metrics.
In Meta’s Commerce Manager Insights, metrics like returning visitors, returning buyers and sales from followers—while all estimated—help you understand social commerce customer retention.
Reviews
Tracking your reviews, like those gathered on Google, TripAdvisor and Facebook, is a solid way to gauge customer satisfaction and how likely they are to be loyal to your brand.
What’s more—responding to reviews, positive and negative, helps you reward and retain happy customers. And potentially win you back unhappy customers by resolving an issue and hearing them out.
Here’s how you calculate your score: % of promoters – % of detractors. If you use Sprout, you can set up NPS surveys in Facebook and Twitter DMs for consumers to fill out after interacting with your canada b2b leads brand. Their answers will appear in your Customer Feedback Report.
A screenshot of a social messaging NPS survey set up through Sprout.
Social commerce metrics
Using social commerce storefronts, like Facebook Shops and Instagram Shopping, provides you with a number of retention and loyalty metrics.
In Meta’s Commerce Manager Insights, metrics like returning visitors, returning buyers and sales from followers—while all estimated—help you understand social commerce customer retention.
Reviews
Tracking your reviews, like those gathered on Google, TripAdvisor and Facebook, is a solid way to gauge customer satisfaction and how likely they are to be loyal to your brand.
What’s more—responding to reviews, positive and negative, helps you reward and retain happy customers. And potentially win you back unhappy customers by resolving an issue and hearing them out.