This document discusses using Net Promoter Score (NPS) to track customer loyalty and satisfaction. NPS measures customers on a scale of 0 to 10 based on how likely they would recommend a company. Scores from 0-6 are detractors, 7-8 are passives, and 9-10 are promoters. The overall NPS is a number from -100 to 100 that indicates customer loyalty. Tracking NPS before and after purchases or service can provide insights. Embedding NPS surveys on websites and measuring loyalty across touchpoints can help improve the customer experience. Companies with high NPS grow faster than competitors.

1. Worth It
Tips for turning customers into your biggest advocates

2. 97%
say it’s likely they’ll tell others
about a “very good”or “excellent”
customer experience

3. You’ve got a lot to think about when
it comes to your brand reputation
How can you encourage customer loyalty while tracking
overall satisfaction across multiple touchpoints?

4. NPS = Industry standard for tracking customer loyalty
Companies who have a high NPS
grow 2x more than competitors
Net Promoter Score and NPS are trademarks of Bain & Company, Inc, Satmetrix Systems, Inc.and F. Reichheld.
Say hello to Net Promoter Score (NPS)

5. How to use NPS:
0 – 6 = Detractors
Unhappy customers who can hurt
your brand through negative reviews
7 – 8 = Passives
Satisfied but indifferent customers
who may buy from your competitors
9 – 10 = Promoters
Loyal customers who will keep
buying from you and refer others
Ask, “How likely is it that you would recommend
this company to a friend or colleague?”
Customers rate you on a scale of 0 to 10:

6. Your final score is expressed as a whole number from
-100 to +100 and indicates how well you’re doing when
it comes to customer loyalty
Learn more about NPS

7. Smart ways to use NPS #1
Embed an NPS survey into
your website to see if it’s
meeting customer
expectations
78%- Customers who
are more likely to visit an
easy-to-use website again
Feedback Survey

8. Smart ways to use NPS #2
Measure customer loyalty
before and after a purchase
or customer service event
94%- Customers who
are less likely to shop with
a company with bad service
-17

9. Amazon
Costco
Trader Joe’s
And the top 3 brands known for
having the best customer service are…
Amazon
Costco
Trader Joe’s
1st
2nd
3rd

10. Want to see your
brand on that list?
Get in touch with us today to learn how to use
SurveyMonkey to track customer satisfaction
and activate your promoters
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1st