The document explains the concept of Net Promoter Score (NPS), a metric that categorizes customers into promoters, passives, and detractors based on their likelihood to recommend a product or service. It emphasizes the importance of increasing promoters and reducing detractors to enhance customer loyalty and business growth. Additionally, it provides practical suggestions for effectively conducting NPS surveys and leveraging tools like Enalyzer to track and analyze customer feedback over time.

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UNLEASHTHE POWER OF NPS
Best Practicebrought to you by Enalyzer

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What is the Net Promoter Score?
“How likely is it that you would
recommend company/product
‘X’ to a friend or colleague?”
A simple question:

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What is the Net Promoter Score?
The previous question is answered
by respondents on a scale from 0
to 10, 0 being the lowest and 10
the highest rating.
Based on this, you can sort them
into three distinct groups:

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What is the Net Promoter Score?
Promoters (score 9 – 10)…
…those who are loyal and will recommend you to their
networks. They are your ambassadors and are
therefore more likely to remain customers and increase
their purchases over time.

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What is the Net Promoter Score?
Passives (score 7 – 8)…
…those who are satisfied for now but your company,
product and/or service didn’t leave a lasting or
permanent impact. They won’t vouch for you but may
mention you within the right context.

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What is the Net Promoter Score?
Detractors (score 0 – 6)…
…those who are not happy! They will actively
spread negative word-of-mouth and tend to be
louder (and scarier) than promoters.

7. What does it mean?
• Scores range from – 100 to 100 and a positive score means you have
more Promoters than Detractors, and vice versa.
• To increase your NPS, you have to boost the percentage of Promoters
by reducing Passives and Detractors.
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NPS = %𝐷𝑒𝑡𝑟𝑎𝑐𝑡𝑜𝑟𝑠 − %𝑃𝑟𝑜𝑚𝑜𝑡𝑒𝑟𝑠

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Net Promoter Score as a key indicator
By understanding loyalty, companies can develop
strategies to retain more customers, upsell, and spread
positive word of mouth.
Although NPS also functions as a tool for finding trends,
the essence of NPS is about three simple things:
1) Identifying detractors, your most important customers at risk of leaving
2) Understanding promoters and what you are doing well
3) Rescuing detractors to secure revenue and activating promoters to grow business by referrals

9. Three Suggestions
Open Answer Option
Add this option at the end of the NPS Survey. This way you
allow respondents to elaborate on whatever score they’ve
given you and it helps you take action!
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10. Three Suggestions
Timely Survey Invitations
Send your NPS survey IMMEDIATELY after the customer has
been in contact with your company, product or service. For
example, right after customer support solves their query. The
memory of the interaction is still fresh and your customers will
be more willing to answer.
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11. Three Suggestions
Track it over time
NPS can be much more helpful if tracked over time - a positive
or negative trend can be far more revealing than a positive or
negative snapshot. Here, you could utilize the feedback
gathered in the open answer option to improve and see
whether it takes effect.
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12. Three Suggestions
With Enalyzer, you can use time series charts to
track your NPS over time and get a clear
overview of your customer segments. Enalyzer
reports show real-time updated data, allowing
you to act immediately to your customer’s
feedback and therefore improve the customer
experience you provide.
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13. Activate the power of promoters
Activate your promoters by giving them incentives to really start
talking about you. Maybe try these?
• Exclusive sales or deals, gifts for top spenders
• Give exclusive access to new products before release dates
• Provide discounts to customers who bring in new customers
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14. Example: Enalyzer!
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15. Example: Enalyzer!
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With Enalyzer you can:
• Access NPS templates to save time
• Track NPS over time with time series
• Integrate with Zapier to ease workflows

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