Get feedback and take action throughout the customer lifecycle with Net Promoter Score
How Net Promoter Score is Calculated
Net promoter score (NPS) programs ask just one question: "How likely are you to recommend this business to a friend or colleague?" Customers can select an answer from zero to 10 (where 10 = 'Very Likely'). Those who select nine or 10 are considered promoters, seven to eight passives, and six or below detractors. A company's net promoter score (NPS) is determined by subtracting the percentage of detractors from the percentage of promoters.
How Net Promoter Score Works for Businesses
NPS is a powerful tool in gauging customer loyalty and, by extension, company health. Medallia's solution supports every aspect of the NPS philosophy and have been implemented by many leaders in NPS in a variety of industries.
- Transparent. Medallia keeps interactive and numerical NPS analytics; text analysis on open-ended comments; and relevant benchmark at your fingertips at all times. When your business changes, the system automatically processes modifications to your user lists, organizational structures, and product assortments. Real time data and alerts allow you to immediately follow up with at risk customers, resolve their problems, turn them into promoters and most important, bring the learning back to your organization.
- Engaging. Medallia's solution encourages everyone in your organization to focus on NPS. We distribute your NPS data broadly throughout your organization, across the globe, and in many languages. The Medallia solution becomes the single NPS point of contact around which your organization rallies. It holds all the touch points in your organization accountable for their parts in the customer experience by reporting how they are doing, down to the level of granularity that makes most sense for your business department, branch, event agent.
Get more information on how Medallia supports NPS as a key metric.