Benefits of NPS in Online Surveys

Net Promoter Score or NPS is a metric by which it is easy to find out how likely someone will recommend a brand/product/service to someone else.

 For online survey analysis or for any data analysis, NPS is very beneficial. It helps to keep a track of customer satisfaction and also to find out customers’ loyalty to a particular brand/product/service. 

It has become very popular in any business to gauge your customer. It has become one of  the most popular metrics in market research and in customer satisfaction service surveys.  

NPS measures total satisfaction, focusing on loyalty to a product, service, or organization. It is measured on a 0 to 10 scale.

The three outcomes on the basis of scores 

On the basis of scoring, the customers are divided into the following three categories

1. Promoters: Average scoring, 9 to 10. A promoter is someone who’s loyal to your brand, basically your dream customers who will go out of their way to talk about your brand and recommend it.
2. Passives: Average scoring 7 or 8. These are the customers who are fairly satisfied but not fully. They are likely to recommend your products or services to others. But they can be easily swayed to a competitor.  
3. Detractors: Average scoring 0 to 6. This group of customers is the one who has zero or very less chance of recommending.