What is Net Promoter Score (NPS) Software?

Introduction

The Net Promoter Score (NPS) is basically an index varying from -100 to 100 that gauges the willingness of consumers to recommend an organization’s services or products to others. It is utilized as a proxy to measure a consumer’s overall satisfaction with an enterprise’s service or product and their loyalty to the brand.

NPS software can be used to calculate your firm’s NPS and to understand the reasons behind the figure. The solution typically leverages native text analytics to automatically evaluate verbatim feedback, and identify and quantify your company’s strong points and areas for improvement. In short, the platform removes guesswork from logistics, support, or product issues that may impact your organization’s NPS.

With NPS software, you can produce and deliver NPS surveys, use a real-time dashboard to analyze feedback, and utilize the insights to improve your offerings. A quality NPS solution supports multiple languages, and enables you to deliver NPS surveys across multiple devices and channels.

Features of Net Promoter Score (NPS) Software

Export NPS Responses and Reports

Filter your NPS reports, save them, and schedule them for delivery into your inbox at set time intervals.

Compare NPS over Locations and Date

Compare NPS for different time periods as well as for various company locations to compare and analyze loyalty and performance.

Filter your NPS Feedbacks

Utilize advanced reporting filters to evaluate the NPS on different criteria like source of feedback, date, time, other questions and more.

NPS Trends

Select preferred time and date to see NPS trends via a graphical view. You can also look at NPS trends across different company locations.

NPS with Text Analysis

Look at NPS with text analysis to identify the reason and trends for promoters, detractors, and passives.

NPS Meter Report

View the NPS meter with your NPS score prepared on a graph between -100 and +100 to assess your customer loyalty.

Benefits of Net Promoter Score (NPS) Software

User-friendly and Simple

With NPS software, you can easily create NPS surveys and deliver them to your customers via phone, email, and the internet. The survey typically has a main question which asks the likelihood of the customer to recommend your company to a friend. You can add a couple of supplementary questions to get more feedback. A customer can easily complete the survey in less than five minutes.

For your business, NPS categorizes your scores into three groups: promoters, passives, and detractors. To get your score, you need to subtract the percentage of detractors from the percentage of promoters. There’s no need for complex analytics or formulas.

Helps You to Change and Improve

To boost the power of NPS, you need to add follow-up questions to understand why consumers recommend your company or not. These follow-up questions can help you to understand the reasons behind your customers’ actions and you can use the insights to change and improve your product or service.

It’s Pertinent to Everyone

NPS is easy to understand for business executives and office staff. The score is a measure of your entire company, which makes it relevant to all employees, not just the support call center or your executive team. A robust NPS indicates that your firm is doing well on all aspects including front-line staff, marketing, quality of product/service, and customer support. It shows that all links in the chain are performing well. On the other hand, a low score indicates a few drawbacks that need to be addressed.

It Reveals the Big Picture

Customer Effort Score (CES) and Customer Satisfaction (CSAT) surveys only measure a customer’s latest interaction with a company. They collect short-term consumer satisfaction information, say after a service ticket. On the other hand NPS indicates consumer sentiment about your company as an entire unit including your front-line staff, social presence, website, service, product, and everything.

It Measures the Chances of Repeat Business

NPS is an ideal tool to measure consumer loyalty towards your company. Another benefit of NPS software is it helps you to gauge the likelihood of repeat and new business. You can use this measure to forecast cash flow and business growth, as well as to evaluate overall consumer satisfaction and your brand’s health.