In this series about the Voice of the Customer we will go into the details of these three KPI’s. This time we will explain the importance of using NPS when collecting and measuring the Voice of the Customer.
The Net Promoter Score measures the loyalty of the customer. The NPS method asks: ‘How likely is it that you would recommend product/service/company X to friends or family?’. Respondents answers on a scale of 0 to 10. Based on their score, respondents can be categorized into three groups: Detractors (0-6), Passives (7-8) and Promoters (9-10). To calculate the absolute score, you must take the percentage of Promoters and then subtract the percentage of Detractors. The result is used as an absolute score that can range from -100 to +100.
With the CYS innovative questioning process based on the Root Cause Analysis Method, you don’t just measure the Net Promoter Score, but you will also measure why the customer gave you this score using three simple follow-up questions. These questions, an open answer- box and the categorized follow-up questions, are the most valuable. The customer provides real-time feedback that can be used for improvement, coaching and adjustments within your company.