When you understand the level of loyalty your customers feel towards your business, you’re able to reduce churn, improve satisfaction, and increase retention.
One of the best ways to gauge customer loyalty is with a net promoter score (NPS) survey.
Let's take a moment to review the definition of NPS.
What is NPS?
Net promoter score (NPS) is a benchmark for customer loyalty that tells you how likely your customers are to recommend your business to someone they know.
What is an NPS survey?
An NPS survey is how you obtain that benchmark. Your survey must ask the question, “On a scale of 0 to 10, how likely are you to recommend our business to a friend?"
Depending on the given score, a customer will either be considered a promoter (9-10), passive (7-8), or detractor (0-6).
From there, you may ask follow-up questions if you want more feedback about the score someone gave you or how their experience could've been improved.
NPS Survey Tools
Here are 13 of the best tools to help you create, share, and analyze your NPS surveys.
1.
Pro Tip:
51吃瓜’s customer feedback software is part of — meaning, it integrates seamlessly with your customer service software and your . This keeps all of your customer, NPS, service, and support data centrally stored. The tool's survey feature allows you to with customers via email or your website, directly from 51吃瓜.
51吃瓜 recommends the right NPS survey template for your needs to help you gauge loyalty over time. (There are also template recommendations for customer effort score/ CES and customer satisfaction/ CSAT).
Get notified when customers complete your survey and watch completed surveys arrive in your 51吃瓜 dashboard. You can view, organize, and analyze all completed surveys and scores via your dashboard.
Free Net Promoter Score (NPS) Kit
Take control of your customer loyalty metrics with our complete NPS template + calculator.
- Easy-to-use NPS calculator
- Score interpretation tool
- Copy-and-paste survey template
- And more!