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Crafting good surveys is a science. Each and every survey requires a certain degree of interaction, conversation and allure…
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NPS is one of the most widely used metrics among businesses and for a reason. Knowing exactly who your detractors are and why they are detractors puts you in a great position to turn them into promoters. The three main groupings in tracking loyalty collectively include promoters (likely to recommend), passives (neutral) and detractors (not likely to recommend). It’s also a great metric for measuring customer loyalty over time.
There are two types of NPS surveys (Relational NPS and Transactional NPS). For relational NPS surveys, you can ask the standard question, ‘How likely is it that you will recommend us to a friend or family member?’. Alternatively, for transactional NPS surveys, you can make it more specific to a particular transaction such as customer service, support, or the purchasing process – such as ‘Based on your recent online purchase, how likely are you to recommend us to a colleague or client?’. The NPS is then calculated based on the answers to these questions.