Measure & Improve Customer Satisfaction with Net Promoter Score

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What is NPS Software?

The Net Promoter Score software is a tool that allows you to measure the likelihood of your customers to recommend your product or service to their friends, colleagues and others in their network. It was originally created by (and is a registered trademark of) Fred Reichheld, Bain & Company, and Satmetrix.

Companies use NPS as part of their voice of customer research to determine their overall brand perception, customer satisfaction, and viral or referral marketing strength. Increases in NPS suggest an improved brand perception. Declines in NPS show decay in overall customer satisfaction.

Steps to Create NPS Surveys

Easily create a net promoter score survey using qualaroo templates

Step 1: Define your NPS objective
Step 2: Pick the NPS template
Step 3: Customize your NPS survey
Step 4: Preview & share with customers

Create Surveys for Any Channel

Ask the right questions at the right time with Qualaroo-supported channels and streamline the insights with solid integrations like Salesforce and HubSpot.

Desktop Nudges™ pop-up survey is easy to embed on websites and effective in rendering non-intrusive survey experience.
Link Generate a unique survey link to share it on any platform of your choice.
Mobile web Take your survey campaigns beyond the desktop to the web apps and embed Nudges™ NPS surveys for insights.
Mobile app Get segmented mobile feedback in real-time on your native Android or iOS app with easy NPS survey integration.
Prototype Validate your ideas by embedding NPS surveys right into your dynamic prototypes.

Qualaroo is Easy to Deploy

In-context Surveys

With Qualaroo, NPS can be asked of any website visitor on any page or from any traffic source or other attribute.

Geo-targeting Capability

Companies can assess their Net Promoter Score across different countries.

Deploy Across Devices

Assess the difference in Net Promoter Score for mobile visitors versus your desktop customers.

Target Unresponsive Users

Qualaroo NPS within the logged in state of the product can elicit NPS from customers who are unresponsive to emails or have opted-out of email communications from your company.

Get Real-time Actionable Reports & Analytics

Dashboard

Qualaroo dashboard offers crucial features that are just a click away. Get the data on Domains, Impressions on your surveys, Total responses, Complete responses reports, Response rate, and 30-day NPS score in real-time.

Reporting

All you need is just one tool to turn your data into actionable insights. Qualaroo proffers to deliver 360 feedback by leveraging advanced targeting, IBM Watson-powered sentiment analysis, and 30-day NPS score.

Integrations That Streamline Closed-loop Insights

Enjoy all must-have integrations associated with closing loops on your NPS survey insights spread across multiple channels under one roof - Qualaroo.

HubSpot
Zapier
Slack
Salesforce
Optimizely
Google Analytics
Mailchimp
Live Chat

Join Our Thriving Community

Every point of individual feedback enables us to take action.

Having ongoing consumer input and feedback is paramount. Today I might ask them for feedback on the new site experience, tomorrow I want to talk about what the customer is searching for and days later I can ask how their ordering experience was. That variety and the quick pulses help us enormously.

Ajantha Suriyanarayanan,

Director of Consumer Insights for Art.com
Using Qualaroo we got to hear feedback from our visitors in their voice.

We used the data to develop and completely redesign our branded landing page and validate our hypotheses. Qualaroo gave us a 16% lift in conversion at 98% statistical significance.

Jaxon Lam,

Senior Strategist at Web Growth, Hootsuite Media Inc.
Qualaroo's simplicity made it a top choice for us

To expand to an ever-evolving market like Twilio’s, you need to work quickly to stay in tune with the challenges customers face – both the ones they face today and the ones they will face tomorrow. Customer discovery efforts are critical. How do you best put yourself in the customer’s shoes, and do so in a way that is efficient and easy to do at all stages of product development?

Laura Schaffer

Product Manager for Twilio’s Experimentation Platform

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FAQs

What is NPS?

The Net Promoter Score is based on customer responses to the following question:

“How likely is it that you would recommend [your company or product] to a friend or colleague?”

Respondents choose their likelihood on a scale of 0 to 10 with 0 being not at all likely to refer and 10 being highly likely to refer.

Users who answer a 0 to 6 on the Net Promoter Score scale are called “Detractors” and are unlikely to refer to your business or will actively go out of their way to not recommend or dissuade a friend or associate from using the product.
Users who answer a 7 or 8 on the Net Promoter Score scale are called “Passives” and are not likely to refer you to a friend when the opportunity arises. They have a neutral opinion when a friend asks about their experience.
Users who answer 9 and 10 are called “Promoters”. They are brand loyalists and ambassadors who will go out of their way to refer a friend or associate to a product or service.

How do I calculate my NPS?

The Net Promoter Score is calculated by taking the percentage of promoters (the 9s and 10s) and subtracting it from the percentage of detractors. The final score is based on 100.

NPS = Percentage of Promoters (i.e., scores 9-10) - Percentage of Detractors (i.e., score 1-6)

*Scores 7-8 are considered neutral.

What is a good NPS?

A good NPS is any score above 0. It is because it indicates that at least some of your customers are loyal.

Any score above 20 is considered a ‘favorable score’, a score above 50 is seen as ‘very good’, and any score above 80 is deemed ‘Excellent.’

Should I Use a Net Promoter Score for My Business?

Some people argue that Net Promoter Score is inaccurate or not detailed enough to capture true customer sentiment. Despite these arguments, many companies make Net Promoter Score a part of their customer satisfaction assessment.

Whether you ask additional questions to get more detailed insights into brand loyalty is up to you, but at a minimum, calculating your Net Promoter Score is a good way to assess your business and find areas to improve it.

One other benefit of asking the Net Promoter Score is that you are able to compare yourself against industry NPS benchmarks and scores of the most popular companies in the world.

Who Should I Ask to Take the Net Promoter Score Survey?

The Net Promoter Score is often asked via an email, mail or phone survey to existing customers. But with Qualaroo, you can also ask the website visitors while on the site.

NPS requires you to have customers' email addresses and permission to email them. This often represents a very small subset of the total number of people that come to your website, meaning you will be unable to gauge your brand perception with the larger audience of people visiting and using your website or product.

Qualaroo helps companies get a broader view of their Net Promoter Score by asking website visitors via a WEBSITE SURVEY. You can conduct NPS on any page or from any traffic source or other attribute.

For example, using Qualaroo’s geo-targeting capability, you can access the Net Promoter Score across different countries and with Mobile Surveys, you could assess the difference in Net Promoter Score for mobile visitors versus their desktop customers.

How Often Should I Survey for Net Promoter Score?

Net Promoter Score is worth surveying for NPS on a time basis as well as on a lifecycle basis. For a time basis, asking your customer base every quarter is a good way to gauge how your product and brand is performing over time.

To ascertain NPS in the customer lifecycle, you’ll want to identify the most critical points in the buyer journey and ask the NPS question at those points. For example, asking NPS immediately after trial, after purchase, 30-days post purchase, six months post purchase, etc. will help you identify the ups and downs of the customer lifecycle and identify areas to improve their satisfaction.