The document outlines how to measure customer loyalty using the Net Promoter Score (NPS) within Salesforce, highlighting the importance of NPS for understanding customer sentiment and driving business success. It emphasizes the need for actionable follow-ups and automated processes to manage customer feedback effectively, suggesting that promoters can significantly boost revenue while detractors pose a risk to the brand. Additionally, the document offers guidance on optimizing survey design for better engagement and analytics.

1. How to Measure Customer
Loyalty with Net Promoter
Score in Salesforce

2. You can learn a lot about your
customers by asking one question:
How likely are you
to recommend us?

3. Net Promoter Score is a key indicator of customer loyalty

4. Source: American Express
unhappy customers
will not do business
with you again
more likely to talk
about a bad
experience than a
good one
2x
more expensive to
acquire a new
customer than retain
an existing one
7x
Detractors put your brand and
your business at risk
91%

5. unhappy customers
will not do business
with you again
more likely to talk
about a bad
experience than a
good one
2x
Source: American Express; The Temkin Group
more likely to refer
new customers4x
more likely to
repurchase5x
more likely to try a
new offering7x
Promoters are your most
valuable asset
Detractors put your brand and
your business at risk
91%
+25% Revenue
more expensive to
acquire a new
customer than retain
an existing one
7x

6. Take action on
NPS in Salesforce
● Create workflows for real-time follow up
● Automate “always-on” distribution
● Surface account level NPS scores

7. Three pillars of a successful NPS program
DESIGN DISTRIBUTE ACT

8. Mobile-friendly
surveys supercharge
engagement
Design
Source: GetFeedback Customer Study
47%
of responses come
from mobile
devices

9. Optimize for analytics and action
NPS SCORE STRUCTURED QUESTION OPEN ANSWER THANK YOU PAGE
Design

10. Optimize for analytics and action
NPS SCORE STRUCTURED QUESTION OPEN ANSWER THANK YOU PAGE
Design

11. Jan
Quarter 3 NPS
April
Customer Signs Up
July
Quarter 1 NPS
Oct
Quarter 2 NPS
April
Renewal
We have an “always-on” programDistribute

12. Salesforce automates the processDistribute

13. Act GetFeedback gives you a pulse on NPS

14. NPS data shapes customer conversationsAct

15. From: GetFeedback NPS Program
To: Desiree Jones, Customer Success Manager
Subject: Alert! Gold customer submitted negative feedback.
Sent with
Workflows prompt
immediate follow up
Act
66%
more likely to
re-purchase if
complaints are
quickly addressed
Source: Service America

16. Analytics drive
meaningful change
Act
10%
increase in
customer health

17. Thank You!
www.getfeedback.com/NPS

18. APPENDIX
Demo Screenshots