What is NPS?

NPS (Net Promoter Score) is a metric used to understand how much customers recommend a company. Developed to assess customer loyalty and satisfaction, this metric is typically obtained through a survey. NPS helps determine how recommendations from customers contribute to a company's growth by measuring their likelihood of recommending a company, product, or service.

How is NPS Calculated?

When calculating NPS, customers are usually asked the following question: "How likely are you to recommend this product/company to a friend or colleague?" Responses are collected on a scale from 0 to 10:

• 0-6: "Detractors"

• 7-8: "Passives"

• 9-10: "Promoters"

What Can You Measure with NPS?

Using NPS, you can measure various aspects of customer experience and satisfaction:

• Overall Customer Satisfaction: Understanding how customers generally evaluate your company or brand.

• Product and Service Quality: Measuring how well a specific product or service meets customer expectations.

• Customer Loyalty: Assessing how loyal customers are to your company and their likelihood of making repeat purchases.

• Market Research: Gauging initial customer reactions to new products or services.

• Employee Performance: Measuring the impact of your employees on customer satisfaction.

• Competitive Analysis: Seeing how customers evaluate you compared to your competitors.

Salesforce and NPS

Salesforce is a leading software in customer relationship management (CRM) and is also used to manage customer satisfaction metrics like NPS. With Salesforce’s customer feedback tools and survey solutions, companies can track their NPS scores, collect customer feedback, and use this data to improve their business strategies.

NPS is a powerful tool for measuring customer satisfaction and loyalty, and with CRM platforms like Salesforce, it is possible to use this metric effectively. By tracking NPS scores, companies can strengthen customer relationships, improve product or service quality, and support their long-term growth strategies.