Net Promoter Score

Is there a simple way to understand how loyal your customers are towards your company and competitors?

Any company knows that a reliable base of loyal customers generates a considerable share of stable profit. The Net Promoter Score (NPS), developed in 2003 by management consultant Fred Reichheld, is one of the most practical indicators of customer experience and a great predictor for business growth. 

NPS estimates the net share of customers that are ready to promote your company or offer to others. Measured on an 11-point scale, the NPS categorizes customers into 3 groups: 

  • Promoters: loyal enthusiasts who will keep buying and refer others, accelerating your growth.
  • Passives: satisfied but unenthusiastic customers, sensitive to your competitors’ offerings.
  • Detractors:  unhappy customers that can damage your brand and impede growth by discouraging others.

R-Insights provides comprehensive analytics of NPS metrics, outlining the reasons for attraction and detraction over multiple levels, disaggregating behavioral sub-groups, modeling loyalty and measuring the influence of touch points on the NPS.

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