Improve Your Net Promoter® Score
Manage your NPS® without Hassle
Knowing your Net Promoter Score (NPS) is a proven way to get feedback and drive customer loyalty. We’ve made it easy for you to measure and track your NPS, calculate your score, and analyze your results - from within the Questback platform.
Why Net Promoter Scores Matter
NPS is derived from the following customer question: “How likely on a 0-10 scale,are you to recommend (our company) to a colleague or friend?”
Based on a 0-10 scale respondents are classified as:
- 0-6 = “Detractors”
- 7-8 = “Passives”
- 9-10 = “Promoters”
The Net-Promoter Score is calculated by subtracting the percentage of respondents that are labeled “Detractors” from the percentage of respondents that are labeled “Promoters.”
In short, the higher your NPS score there higher your chances of long-term, profitable growth.
With Questback you can...
Questback gives you the features you need to get more value from your NPS data so you can
- Easily calculate your Net Promoter Score and collect NPS data in real time. Set surveys to go out to respondents after a triggering activity. Segment by location, loyalty or any other customer metric.
- Create Panels for follow up dialogue with promoters, detractors and passives. Survey respondents and track progress over time. Send customized communication to each group.
- Flag at-risk customers Get alerts to respond to customers who respond negatively on the 0 to 10 scale. Organizations can close the loop with customers who are not promoters and work to remedy any issues.
- Monitor results over-time to detect customer loyalty drivers and benchmark against industry and competitor scores.