Net Promoter Score (NPS)

Net Promoter Score (NPS) is a widely used metric for measuring customer loyalty and satisfaction, which can significantly impact a company’s online reputation. NPS provides valuable insights into how customers perceive a brand and their likelihood to recommend it to others, making it a crucial metric for online reputation management.

NPS is calculated based on responses to a single question: “How likely are you to recommend our company/product/service to a friend or colleague?” Respondents give a rating between 0 (not at all likely) and 10 (extremely likely). The NPS is then calculated by subtracting the percentage of detractors (scores 0-6) from the percentage of promoters (scores 9-10). Passives (scores 7-8) are not included in the calculation but still play a role in understanding overall customer sentiment.

• Simple and easy to understand
• Provides a benchmark for customer loyalty
• Helps identify promoters, passives, and detractors
• Allows for tracking changes in customer sentiment over time
• Can be used to compare performance against competitors
• Offers insights into areas for improvement in customer experience
• Correlates with online reputation metrics such as reviews and ratings
• Enables segmentation of customers based on their likelihood to recommend

A company with a high NPS is likely to have a better online reputation, as satisfied customers are more likely to leave positive reviews, ratings, and comments on various online platforms. Promoters are often enthusiastic advocates who can help attract new customers and improve brand visibility through word-of-mouth marketing and positive online engagement.

• Regularly monitor and track NPS to identify trends and areas for improvement
• Follow up with detractors to address their concerns and improve their experience
• Encourage promoters to share their positive experiences through online reviews and social media
• Use NPS insights to guide business decisions and improve overall customer experience
• Integrate NPS data with other online reputation metrics for a holistic view of customer sentiment
• Share NPS results and improvements with employees to foster a customer-centric culture

By leveraging NPS as part of a comprehensive online reputation management strategy, companies can better understand customer sentiment, identify areas for improvement, and cultivate a loyal customer base that actively promotes the brand online.