Customer NPS Surveys

NPS Feedback Drives Improved Customer Satisfaction

A Customer Net Promoter Score (NPS) Survey is designed to efficiently collect information from a customer population by asking a single question, using a 0-10 scale: “How likely is it that you would recommend [company/brand] to a friend or colleague?” The answer to this question permits an immediate understanding of current customer service levels as well as the probability of referrals.

If a customer has a positive experience with an organization, it will likely lead to repeat business and good word of mouth, but a negative experience can lead to customer loss and the circulation of poor reviews. Net Promoter Score (NPS) calculates, quantifies, and tracks ‘willingness to recommend’ to understand if the overall image of a company is positive or negative.

Traditionally, a Customer Net Promoter Score is calculated using an eleven point scale that ranges from 0 to 10. On this scale, detractors are defined as respondents who are likely to provide poor word of mouth about the company, promoters are likely to spread positive experiences with the company, and neutral respondents aren’t likely to share either glowing or damaging reports about the company. The score itself is calculated by subtracting the detractors from the promoters and dividing by the total number of respondents. This score is then multiplied by 100. An NPS score of +100 means that everybody is a promoter, while a score of -100 means that everybody is a detractor. Sound complicated? NBRI provides the analysis and benchmarking for you and makes it easy to understand. We also provide expert guidance on how to boost scores and obtain higher marks from all of your customers.

When you hire NBRI, you’re hiring more than a company to conduct survey research. You’re hiring a business partner with a sincere interest in the health and success of your company.

Give us a call. We’re confident that you’ll find us a valuable partner capable of fulfilling your survey research needs, and exceeding your expectations.

Customer NPS Survey Case Study

A manufacturer of industrial, transmission, and distribution systems was experiencing increasing competition in its field. In order to maintain its customer base and plan for the future, it was essential to understand current levels of performance and word-of-mouth in its customer base.

An NBRI Customer Net Promoter Score Survey was deployed on an ongoing basis, and scores—assessed by various touchpoints—were tracked on a monthly basis. The data identified several departments where scores lagged behind total company performance. In conjunction with the survey data, an assessment of open-ended question feedback revealed that responsiveness was particularly problematic.

The client leveraged these insights from NBRI to take specific and targeted action to improve performance by engaging in targeted service recovery, restructuring customer service, and enhancing training. As a result of these changes, NPS scores nearly quadrupled over the next few months. While the client reaped immediate satisfaction and word-of-mouth benefits from their customers, they were also able to initiate a seismic change at the ideal time. Knowing an imminent IT implementation would be disruptive to their customer service, the client waited until scores were consistently high before beginning the implementation process. As a result, customer service suffered the fewest possible interruptions and the company’s future remains bright.

The standard NBRI Customer NPS Survey includes 1 scaled question and 1 open-ended question and may be customized to meet your organization’s specific needs.

Standard Customer NPS Survey Topics

Customer Willingness to Recommend

Customer NPS Survey Related White Papers

Research is in our blood. It’s who we are. It’s what we do. Our white papers highlight our philosophy on areas of business impacted by survey research.

See for yourself:

Net Promoter: Revolutionary Tool or Fad? – Recently there has been a lot of talk in the business community about Net Promoter which is supposed to be a discipline by which companies profitably grow by focusing on their customers and employees.

View all Customer Survey White Papers by NBRI.

Here’s what some of our customers are saying about us:

Love the online reports, especially the comment reports. Very easy to use and yet so comprehensive! I got rid of the summaries I used to create for our teams and instead just send them the reports straight from the system. Also, I love being able to call at any time with questions or suggestions for our survey work. NBRI is incredibly responsive to customer needs!LeeAnn Garrick

Ease of doing business. Your folks are very professional. When I needed a question answered they were always there. We are knee deep in the team process and we are finding a very strong response to the data and to the information provided. Could not be happier with the experience.John Hearl
Dwyer Instruments

Quick responses to questions or needs.April Sanchez
American Senior Communities

We’d love to add your name to this list. It’s as easy as picking up the phone and giving us a call.

  • Customer Satisfaction Surveys

    Measure factors that directly affect company growth and profitability.

  • Customer Service Surveys

    Take an in-depth look at your customer service personnel, your sales assistance personnel, your warranties, your website, and all ground-level customer interaction.

  • Customer Loss Reviews

    Identify the root causes of why customers leave so that direct action can be taken to stop the devastating effects of customer loss.