How long has business been concerned with the issue of customer loyalty?

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Word of mouth is a powerful advertising tool. 85% of companies get clients with it . How can you understand what it says about your business? One way is to ask clients directly using Net Promoter Score (NPS). This survey allows you to measure loyalty and build a development strategy based on the data received. It can be conducted among both clients and employees.

The Net Promoter Score (NPS) is an indicator that allows you to find out what percentage of customers are willing to recommend services/company. Important: czech republic telegram number database the assessment is only relevant at the current moment, so the survey should be conducted regularly, tracking the dynamics.



Why is it important to know customer loyalty to a brand?

What types of customer loyalty does NPS reveal?

1. Promoters (score 9 or 10)

2. Neutrals (score 7 or 8)

3. Critics, or detractors (scores from 0 to 6)

How is the customer loyalty index calculated?

What does employee or customer loyalty mean?

Is high customer loyalty always important?

How to conduct a survey

What questions to ask to assess customer loyalty

Loyalty level assessment received. What next?

Critics, Neutrals, Promoters: How to Work with Each Group

What to do with the silent ones

How to Maintain and Increase NPS – Customer Loyalty Score

How long has business been concerned with the issue of customer loyalty?
The NPS index was first measured in 2003. The methodology was developed by business strategist Fred Reichheld, who is also the owner of the registered NPS trademark together with Bain & Company and Satmetrix. His questionnaire had only one question: “How likely is it that you would recommend our company/product/service to a friend or colleague?” The answer was given on a point scale from 0 to 10, where 0 can be regarded as “I wouldn’t wish it on my enemy,” and 10 is “I’m ready to shout to the whole world how wonderful you are.” Today, NPS is measured by famous global brands , and the results are becoming an indicator of a company’s success.