The Net Promoter Score is an essential KPI in e-commerce. Analyzing it can tell you how likely it’s for customers to recommend you to others and spread the word about the great/terrible services you are providing.
Net Promoter Score calculation
NPS= %Promoters – %Detractors
To find out the NPS of your brand, you simply need to ask customers how they feel about you. The most common question is ‘How likely is it you will recommend [the company/website] to a friend?’ and the answer is based on a 1 to 10 scale (0-not likely at all, 10-very likely).
So, you’ll get answers from 1 to 10, that include 3 groups of customers:
- Promoters (9-10 answers)
- Passives (7-8 answers)
- Detractors (6-1 answers)
How to find out your NPS using Omniconvert?
Here’s an example:
Log in the app’s dashboard, go to “Survey” and select the type of survey you want to display (pop-up or widget):
Then write down your question and select the “Net Promoter Score”. You can use the branching logic and redirect the respondent to a certain question, based on the previous answer. For example, you can investigate the reasons why customers will not promote you at all (answers from 1 to 6). In this way, you will get direct feedback from users and are able to solve the problems.
Once you have launched the survey, you will receive the results like this: