Net Promoter Score (NPS)

For the Net Promoter Score, NPS for short, the customers of a company are divided into three categories: Promoters, Passives and Detractors. The central question for NPS is: “How likely is it that you [your company] will recommend it to friends, family or colleagues? The answers are recorded on a scale of 0 to 10 points and categorised as follows:

Promoters (9-10 Points)
are loyal, enthusiastic customers who continue to
and help you to acquire new customers

Passive (7-8 Punkte)
are satisfied customers, who are susceptible to the offers
by competitors

Detractors (0-6 Punkte)
are dissatisfied customers, who are the growth of your
malpractice in the workplace
obstruct propaganda
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Loyalty can only be built with an understanding of the emotions that make up the customer experience. By using NPS with our strategic solutions, we are able to deliver actionable insights at all levels of your organization.
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How can we help you?

However, NPS alone does not provide you with a basis for targeted improvement measures. We provide NPS in combination with a root cause analysis, with integration of customer, process and company data as a complete system with dashboards. In this way, NPS evaluations can be systematically linked to causes and suggestions for improvement.

“Loyalty is the desire to invest in a relationship
(time, money, effort etc.) in the belief that those
investments will enhance the relationship.”
Fred Reichheld

creator of Net Promoter System

Why promoters are so important

Loyal customers are essential for your business. It is not only the money a customer spends that counts; his enthusiasm and the things he tells others about your company are at least as important. Promoters will continue to do business with you, which is 5 times cheaper than winning new customers. Promoters are more involved, they love to help you and give you useful feedback about your company. A 2% increase in customer loyalty corresponds to a cost reduction of 10%.

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They buy more

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They stay longer

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They recommend to others

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They provide feedback and ideas

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