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A Net Promoter Score measures whether or not your users will recommend your site or service. It's not simply a yes or no question. Rather, a 0-10 scale of their likelihood to recommend your site.

Archive Blog Posts - July, 2013

5 Big NPS mistakes you can't afford to make

Net Promoter Score is a very valuable tool in conducting your user research and understanding.  However there are several pitfalls that can often be easy to fall into.  let' spend a few minutes going into those now. Ignoring the Big Picture With

NPS Cartoon - Automating Great Scores

What is the Net Promoter Index?

The Net Promoter Index is a component of the Net Promoter Score (NPS).  The index correlates to what bucket (Promoter, Passive or Detractor) your users fall into. For a more thorough reading of what NPS is.  We advise reading this article:

Should you exclude certain customers from your NPS survey?

This question has come up a lot and there are several different answers that are all correct in various situations. Let's take a few minutes and explore some of these. Should you exclude certain customers from your NPS survey? First off - I g

Can Facebook Likes substitute your NPS Score?

Great Question.  The short answer is that they can't substitute an NPS score, rather they are a great complimentary metric. How do NPS and Social Media interactions differ Let's use the Facebook like feature to compare against an NPS

Asking customers the ultimate question

Asking the ultimate customer service question allows companies to understand whether or not their customers would recommend them to their family and friends.  This question is then tallied up to form the Net Promoter Score. The Net Promoter Sc

The Hidden Dangers of Easy Survey Questions

What exactly are hidden dangers of easy survey questions.    Let's explore these. What Value do Easy Questions Provide First is to ask yourself what value is your question providing.  Keep in mind that your survey space is valuab

What is the Net Promoter Score System?

The Net Promoter Score system is a customer loyalty metric developed by Fred Reincheld, Bain and Company along with Satmetrix.  It was published in the 2003 Harvard Business Review entitled "One Number You Need to Grow." In short it is the metri

What makes a Survey Question Confusing?

What makes a survey question confusing? A survey question is confusing when the intent or meaning of the question is unclear.  This leads the user to a feeling on uncertainty about how to answer.  By contrast, when a question is clear and to the po

Avoiding Working Memory Overload in your Surveys

Today I want to discuss what Working Memory Overload is -- and how dangerous is can be in your Surveys. In short, Working Memory Overload is when your survey and/or questions puts a cognitive burden on your respondents working memory.  This wor
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