Skip to content

NPS promoters

Elias Axelsson Björklund
Elias works as a Marketing Project Manager at Questback and has worked with marketing in HR and Customer-tech since 2017 after studies from Stockholm University.
Blog
3 min read
Customer Experience
NPS promoters

This blog post will focus on the term “NPS promoter” and how it can benefit your business. We’ll explain the differences between a 9 and a 10 in NPS surveys, and we’ll give you tips on how to get the most out of your NPS Promoters.

NPS is a method used to measure customer satisfaction and loyalty. It is based on one question to customers: “On a scale from 0 to 10, how likely are you to recommend our product/service to a friend or colleague?” The answers are divided into three categories: promoters, passives, and detractors. Promoters are those who answer 9 or 10, passives; 7 or 8, and detractors 0-6.

The difference between a 9 and a 10 in NPS Surveys: A 9 in an NPS survey means that the customer is very satisfied with your product or service and is willing to recommend it to others. However, some minor improvements could still be made to achieve complete satisfaction.

A 10 in an NPS survey means that the customer is delighted with your product or service and is more than willing to recommend it to others. These customers may be enthusiastic about your product and ready to tell others about it. These are the customers that make up your best ambassadors.

How to get the most out of your NPS Promoters?

 Once you’ve identified your NPS Promoters, you must do everything possible to retain them and get the most out of their feedback. Here are some tips:

  1. Thank them: The first step is to thank your NPS Promoters for their positive feedback. You can send a personalized thank-you letter, discount code, or other recognition forms.
  2. Get more feedback: Try to get more input from your NPS Promoters by asking for a review on social media, review pages or by inviting them to a customer panel or product development group. By continuing to communicate with your NPS ambassadors, you can get valuable feedback that can help you improve your product or service.
  3. Reward them: Consider offering your NPS Promoters a special reward, such as a free month of your service or an exclusive VIP club with benefits. This can help retain them as loyal customers while increasing your NPS score.

Why You Should Listen to Your NPS Promoters 

NPS ambassadors are essential to your customer base because they are willing to recommend your product or service to others. By keeping them happy and engaged, you can benefit from their positive word-of-mouth advertising and increase your customer loyalty.

Listening to your NPS ambassadors can also provide valuable insights into what’s working well in your business and what can be improved. Their feedback can help you identify areas where you are excelling and areas where you can make adjustments to meet your customers’ needs better.

Additionally, NPS ambassadors can help to drive new business to your company. Positive recommendations from satisfied customers are one of the most effective forms of marketing, and NPS ambassadors are some of your most enthusiastic and committed customers.

Finally, paying attention to your NPS score and your NPS ambassadors can help you stay ahead of the competition. You can build a loyal customer base and stand out in a crowded market by consistently monitoring your customer satisfaction and taking steps to improve it.

NPS promoters conclusion

In conclusion, NPS ambassadors are an essential asset for any business. By identifying and engaging with your NPS ambassadors, you can benefit from their positive feedback, gain valuable insights, and drive new business to your company. So, listen to your NPS ambassadors and show them your appreciation to keep them happy and engaged with your business.

FAQ

A promoter gives a 9 or a 10 onn a scale from 0 to 10 when answering the question: how likely are you to recommend our product/service to a friend or colleague?”

The answers are divided into three categories: promoters, passives, and detractors. Promoters are those who answer 9 or 10, passives; 7 or 8, and detractors 0-6.

Yes!

A 9 in an NPS survey means that the customer is very satisfied with your product or service and is willing to recommend it to others. However, some minor improvements could still be made to achieve complete satisfaction.

Once you've identified your NPS Promoters, you must do everything possible to retain them and get the most out of their feedback. Read about how to keep them in our blog.

It´s the best!

A 10 in an NPS survey means the customer is delighted with your product or service and more than willing to recommend it to others. These customers are enthusiastic about your product and ready to tell others about it. These are the customers that make up your best ambassadors.

Once you've identified your NPS Promoters, you must do everything possible to retain them and get the most out of their feedback. Read about how to keep them in our blog.

Whitepaper

Customer Journey – Transform your CX

Do you want to create a superb customer journey? Gain a competitive advantage, enjoy greater profitability and deliver a superior customer experience? Download our new whitepaper now!

More articles on this topic

Contact

Questback International Questback Finland Questback Benelux Questback Norway Questback Sweden Questback Germany

International

Support sales@questback.com
Bogstadveien 54, 0366 Oslo

Finland

Support sales.fi@questback.com
Keilaniementie 1, 02150 Espoo

Benelux

Support sales.nl@questback.com
Millennium Tower, Radarweg 29, 1043NX Amsterdam
Support:  +47 21 02 70 70
Sales:  +31 61 66 97 463

Norway

Support sales.no@questback.com
Bogstadveien 54, 0366 Oslo
Support:  +47 21 02 70 80
Sales:  +47 21 02 70 70

Sweden

Support sales.se@questback.com
Sveavägen 59, 113 59 Stockholm
Support:  +468 440 88 21
Sales:  +468 440 88 00

Germany

Support sales.de@questback.com
Kurfürstendamm 30, 10719 Berlin

Trusted by many