NPS – Net Promoter Score

DRIVE WEBSITE TRAFFIC, 
IMPROVE YOUR BUSINESS, 
AND INCENTIVISE STAFF.

TO COMPETE OUT THERE YOU NEED TO KNOW YOUR CUSTOMERS OPINIONS – PRIVATELY

You need to know if your Customers are promoting or criticising your business – and why?

WE HAVE A SOLUTION.
CHAT MARSHAL’S 
ONLINE NPS

ANALYZE RATINGS AND COMMENTS AND LOOK FOR TRENDS. THEN MAKE IMPROVEMENTS!

PROMOTE VIA EMAIL, SMS, SIGNAGE, INVOICES, ETC AND HAVE CUSTOMERS RATE YOU.

ADD OUR CODE TO ANY WEBSITE AND THE TOOL IS ACTIVE ON ANY DEVICE – ANYWHERE

STEER TRAFFIC TO YOUR WEBSITE WHERE YOU CONTROL THE  MESSAGE AND PROMOTIONS

WE SUPPLY THE SOFTWARE  AND DETAILED REPORTS – WE DO IT ALL FOR YOU.

WE CAN EVEN CHAT TO YOUR CUSTOMERS LIVE WHILE THEY BROWSE YOUR WEBSITE.

THE BENEFITS OF OUR ONLINE NPS ARE:

 

• Increased customer loyalty and therefore increased business through constant tweaks and corrections – Through detailed weekly reports and immediate alerts.

• Track the loyalty of your customers and see if they are promotors, detractors or passive towards your business – and then drive the sentiment to where you want it.

• Drive traffic to your website for future promotions and branding opportunities.

• Use the scores to incentivise and bonus staff.

• Discover precisely where you have room for improvement – Staff, product quality, service, appearance, locality or even time of day.

• For multiple venues you are able to compare results against each venue to identify benchmarks and room for improvements per site.

KNOWING WHAT YOUR CUSTOMERS THINK OF YOU
IS THE BEST WAY TO MEASURE THEIR LOYALTY AND ULTIMATELY PREDICT YOUR FUTURE SUCCESS.

ABOUT THE NET PROMOTER OR NET PROMOTER SCORE (NPS)

The NPS is a management tool that can be used to gauge the loyalty of a business’s customer relationships. It serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth. NPS has been widely adopted with more than two thirds of Fortune 1000 companies using NPS; this figure comes from a Bloomberg report “according to Bain”. NPS can be as low as −100 (everybody is a detractor) or as high as +100 (everybody is a promoter). An NPS that is positive (i.e., higher than zero) is felt to be good, and an NPS of +50 is excellent.

The Net Promoter Score is calculated based on responses to a single question: How likely is it that you would recommend our company/product/service to a friend or colleague? The scoring for this answer is most often based on a 0 to 10 scale.

Those who respond with a score of 9 to 10 are called Promoters, and are considered likely to exhibit value-creating behaviours, such as buying more, remaining customers for longer, and making more positive referrals to other potential customers. Those who respond with a score of 0 to 6 are labelled Detractors, and they are believed to be less likely to exhibit the value-creating behaviours. Responses of 7 and 8 are labelled Passives, and their behaviour falls in the middle of Promoters and Detractors.

The Net Promoter Score is calculated by subtracting the percentage of customers who are Detractors from the percentage of customers who are Promoters. For purposes of calculating a Net Promoter Score, Passives count towards the total number of respondents, thus decreasing the percentage of detractors and promoters and pushing the net score towards 0.

Corporate Offices:
348 Rivonia Blvd
Edenburg Terrace, 1st Floor – Block E
Rivonia
Johannesburg, South Africa

Phone: +27 (10) 593 0180
Email: enquire@chatmarshal.com

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