NET PROMOTER SCORE (NPS) SURVEY FOR VISUAL IVR AND MOBILE ON-DEMAND
Built-In Net Promoter Score (NPS) Survey Tool provides valuable insights and analytics on the customer journey using the Visual IVR and Mobile On-Demand Solution.
Net Promoter or Net Promoter Score (NPS) – History
Net Promoter or Net Promoter Score (NPS) is a tool used to get feedback and determine customer allegiance. Developed originally by Fred Reichheld, Bain & Company, and Satmetrix Systems, the Net Promoter Score was introduced to the Business world by Reichheld in his 2003 Harvard Business Review article “One Number You Need to Grow”. The original calculation was determined by one simple question “How likely is it that you would recommend our company/product/service to a friend or colleague?” The NPS history and evolution of the concept concludes with a simple-to-use Zappix Survey at the end of every interaction and Robust Reporting capabilities extracting Actionable Analytics.
Net Promoter Score (NPS) – Survey to Measure Customer Satisfaction and more
A Net Promoter Score is a customer satisfaction survey used today to manage customer’s experience and predict business growth within the Visual IVR and On-Demand mobile experience. The Net Promoter Score uses an index that measures the willingness of customers to recommend a business’ products or services. This tried and true method calculates overall satisfaction with a company and the customer’s loyalty to their brand.
The classic calculation of the Net Promoter Score is based on a 0-10 rating. Customer’s are put into three categories based on how they answer the survey question, “How likely is it that you would recommend this company to a friend or colleague?” Customer’s answers are rated on a scale of 0-10.
The customer’s answers provide a classification of either Detractor (0-6), Passive (7-8), or Promoter (9-10). The classic Net Promoter Score is calculated as %Promoters – % Detractors.
Zappix Survey used to determine Net Promoter Score (NPS)
Zappix’s Net Promoter Score®, or NPS®, calculates customer experience by asking the customer at the end of each interaction a series of simple questions. The classic NPS question is whether or not you would refer the service to a colleague or friend. By asking this (and other customizable survey questions), you determine how many of your customer’s would promote the application, how many are passive users, and how many detractors. The Zappix Survey is completely customizable and typically uses a simple scale of 0-5 stars. The Zappix Survey can be easily added to all landing pages, making it easy to capture customer’s answers in a quick and simple way.
Net Promoter Score (NPS) – Analytics
The NPS rating calculates your customers’ all-inclusive estimation of your product and/or service. Since NPS gathers insights from various points along the customer journey, it gives provides a complete, actionable insight of your customer experience and viewpoint.
This automatic short survey can be configured at the end of each and every interaction Survey results and Net Promoter Scores are available updated via the Zappix Visual IVR Analytics Tool.