You can ask a question through a survey or feedback form or during a customer interaction. Step Classify the answers After you have collected the answers you need to divide them into three groups Promoters customers who answered or points. These customers are more likely to be loyal and enthusiastic about your product service and more likely to recommend it to others.
Passive customers who answered or points. These customers are neutral about your product service and may or may not recommend it to others. Detractors Customers who answered - . These customers are unhappy with your product service and are mobile app development service unlikely to recommend it to others. Step Calculate NPS To calculate NPS subtract the percentage of detractors from the percentage of promoters.
The formula is as follows NPS = Promoters – Detractors For example if of your customers are promoters and are detractors your NPS would be ( - ). Step Interpretation of results The NPS scale ranges from - to + . A positive NPS indicates that customers are more supportive than critical while a negative NPS indicates the opposite.
發表於 2023-10-12 13:57:53
