{"id":17306,"date":"2019-03-15T11:41:48","date_gmt":"2019-03-15T11:41:48","guid":{"rendered":"https:\/\/www.proprofs.com\/c\/?p=17306"},"modified":"2024-07-31T13:31:00","modified_gmt":"2024-07-31T13:31:00","slug":"net-promoter-score-survey-to-measure-customer-loyalty","status":"publish","type":"post","link":"https:\/\/www.proprofssurvey.com\/blog\/net-promoter-score-survey-to-measure-customer-loyalty\/","title":{"rendered":"Create and Send a Net Promoter Score Survey to Measure Customer Loyalty"},"content":{"rendered":"<p style=\"text-align: justify;\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-17581\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2019\/03\/Creating-and-sending-a-Net-Promoter-Score-survey-to-measure-customer-loyalty.png\" alt=\"creating-and-sending-a-net-promoter-score-survey-to-measure-customer-loyalty\" width=\"758\" height=\"335\" \/><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">The <a href=\"https:\/\/www.proprofssurvey.com\/blog\/calculate-net-promoter-score\/\">Net Promoter Score<\/a> is an industry-wide standardized measure of customer loyalty. First <strong>introduced in 2004<\/strong> by <strong>Friedrich Reichheld, Bain &amp; Company<\/strong>, and <strong>Satmetrix<\/strong>, it has been widely accepted by all industries over the past decade.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">The Net Promoter Score is a simple-to-use tool that evaluates customer loyalty by asking them a single question, <strong>\u201chow likely are you to recommend our product\/service to a friend or colleague?\u201d<\/strong> Customers answer this question on a scale of 0-10. Based on their responses to this question, the survey takers are categorized into 3 broad categories:<\/span><\/p>\n<p><center><iframe loading=\"lazy\" src=\"https:\/\/www.youtube.com\/embed\/I4g1BfJVlgQ\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/center><\/p>\n<h3 style=\"text-align: justify;\"><span class=\"ez-toc-section\" id=\"Promoters\"><\/span><b>Promoters<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p style=\"text-align: justify;\"><b>\u00a0<\/b>These are the customers who are satisfied with your service and are extremely loyal to you. They rate you as 9-10.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Detractors\"><\/span><b>Detractors<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">This group comprises dissatisfied and unhappy customers. Their rating ranges from 0-6. <\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"Passives\"><\/span><b>Passives<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">This is the lukewarm group of customers. They are neither loyal nor detracting; they\u2019re passive and so their responses are not taken into consideration when calculating the final NPS score. They rate you at 7 or 8 on the NPS scale.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">The final NPS score is calculated on the basis of these three categories &#8211; <\/span><\/p>\n<p style=\"text-align: justify; padding-left: 90px;\"><strong>NPS = % Promoters &#8211; % Detractors<\/strong><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.proprofssurvey.com\/net-promoter-score-survey\/\">NPS survey<\/a> scores can range from -100 to +100, depending on the number of promoters and detractors. Ideally, an <strong>NPS score of above 20 is considered good<\/strong> as it means you have crossed the threshold of stakeholder satisfaction.<\/span><\/p>\n<p><center><iframe loading=\"lazy\" src=\"https:\/\/www.youtube.com\/embed\/BcUtCoUkUGs\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/center><\/p>\n<hr \/>\n<p style=\"text-align: justify;\"><strong>Must Read:\u00a0<a href=\"https:\/\/www.proprofssurvey.com\/blog\/calculate-net-promoter-score\/\"><span data-sheets-value=\"{&quot;1&quot;:2,&quot;2&quot;:&quot;How to Calculate Net Promoter Score&quot;}\" data-sheets-userformat=\"{&quot;2&quot;:512,&quot;12&quot;:0}\">How to Calculate Net Promoter Score<\/span><\/a><\/strong><\/p>\n<hr \/>\n<h2 style=\"text-align: justify;\"><span class=\"ez-toc-section\" id=\"How_to_Create_a_NPS_Survey\"><\/span><b>How to Create a NPS Survey<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p style=\"text-align: justify;\"><a href=\"https:\/\/www.proprofssurvey.com\/\">ProProfs Survey Maker<\/a> provides you with an easy-to-use NPS software to <a href=\"https:\/\/www.proprofssurvey.com\/create-a-survey\/\">create your surveys<\/a>. Using a <a href=\"https:\/\/www.proprofssurvey.com\/blog\/nps-survey-tools\/\">Net Promoter Score survey software<\/a>, you can create and send NPS surveys to your target customers. As NPS surveys primarily involve only a single question, they have a <a href=\"https:\/\/www.proprofssurvey.com\/blog\/improve-survey-response-rate\/\">higher response rate<\/a> and are a fairly accurate predictor of customer behavior.<\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">To create your NPS survey, start by choosing <strong>\u201c<\/strong><a href=\"https:\/\/www.proprofssurvey.com\/templates\/net-promoter-score\/\">Create an NPS survey<\/a><strong>\u201d<\/strong> on our site<\/span><\/p>\n<p style=\"text-align: justify;\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-17309\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2019\/03\/Create-an-NPS-Survey.png\" alt=\"create-an-nps-survey-ProProfs\" width=\"954\" height=\"397\" \/><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">We provide a number of ready templates from which you can choose the one that suits your needs.<\/span><\/p>\n<p style=\"text-align: justify;\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-17310\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2019\/03\/Ready-NPS-Survey-Template.png\" alt=\"ready-nps-survey-template\" width=\"1256\" height=\"365\" \/><\/p>\n<hr \/>\n<p style=\"text-align: justify;\"><strong>Must Read:\u00a0<a href=\"https:\/\/www.proprofssurvey.com\/blog\/nps-advantages-for-my-business\/\"><span data-sheets-value=\"{&quot;1&quot;:2,&quot;2&quot;:&quot;What are the advantages of NPS to my business?&quot;}\" data-sheets-userformat=\"{&quot;2&quot;:512,&quot;12&quot;:0}\">What are the advantages of NPS to my business?<\/span><\/a><\/strong><\/p>\n<hr \/>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">You can also quickly try out the personalization feature by filling in your organization\u2019s name in the dialog box.<\/span><\/p>\n<p style=\"text-align: justify;\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-17311\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2019\/03\/Picture3-1.png\" alt=\"Survey Maker - ProProfs\" width=\"874\" height=\"138\" \/><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">This allows you to get a quick preview of how the final survey would look to your end user.<\/span><\/p>\n<p style=\"text-align: justify;\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-17312\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2019\/03\/Final-Survey-look-to-end-User.png\" alt=\"final-survey-look-to-end-user\" width=\"713\" height=\"481\" \/><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Once you have decided upon the template you want to use, click on <strong>\u201cUse this template\u201d<\/strong><\/span><\/p>\n<p style=\"text-align: justify;\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-17313\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2019\/03\/Customer-Satisfaction-Survey-Maker.png\" alt=\"customer-satisfaction-survey-maker\" width=\"716\" height=\"442\" \/><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Add the final touches to your NPS survey by customizing it to your liking from the various options available to you.<\/span><\/p>\n<p style=\"text-align: justify;\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-17314\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2019\/03\/NPS-Survey.png\" alt=\"nps-survey\" width=\"318\" height=\"518\" \/><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Once you have added the <strong>finishing touches to your NPS survey<\/strong>, you can set the security and other notification settings under the <strong>\u201cSettings\u201d<\/strong> tab.<\/span><\/p>\n<p style=\"text-align: justify;\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-17315\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2019\/03\/NPS-Survey-Setting-tab-Survey-maker.png\" alt=\"nps-survey-setting-tab-survey-maker\" width=\"1038\" height=\"439\" \/><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Clicking on the <strong>\u201cSend\u201d<\/strong> tab provides you with a pop-up from which you can choose the preferred method of sharing your NPS survey.<\/span><\/p>\n<p style=\"text-align: justify;\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-17316\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2019\/03\/NPS-Survey-Send-Tab-Survey-maker.png\" alt=\"nps-survey-send-tab-survey-maker\" width=\"782\" height=\"575\" \/><\/p>\n<hr \/>\n<p><strong>Must Read:\u00a0<a href=\"https:\/\/www.proprofssurvey.com\/blog\/nps-advantages-for-my-business\/\"><span data-sheets-value=\"{&quot;1&quot;:2,&quot;2&quot;:&quot;Gauging the Effectiveness of Net Promoter Score&quot;}\" data-sheets-userformat=\"{&quot;2&quot;:6659,&quot;3&quot;:{&quot;1&quot;:0},&quot;4&quot;:[null,2,16777215],&quot;12&quot;:0,&quot;14&quot;:[null,2,2236962],&quot;15&quot;:&quot;roboto, sans-serif&quot;}\">Gauging the Effectiveness of Net Promoter Score<\/span><\/a><\/strong><\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\">You can directly import your contact lists from your email account, or import the list from Excel or other CSV formats. Alternatively, you can share the link of our NPS survey through a shareable link or <a href=\"https:\/\/www.proprofssurvey.com\/blog\/how-to-embed-a-survey-on-your-website\/\">embed the survey to your website<\/a> as a <a href=\"https:\/\/www.proprofssurvey.com\/blog\/create-popup-surveys\/\">popup surveys<\/a> or sidebar option. <\/span><\/p>\n<p style=\"text-align: center;\"><a class=\"try-btn\" title=\"Try Survey Maker Software for Free\" href=\"https:\/\/www.proprofssurvey.com\/pricing\/\">Try Survey Maker Software for Free<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The Net Promoter Score is an industry-wide standardized measure of customer loyalty. First introduced in 2004 by Friedrich Reichheld, Bain &amp; Company, and Satmetrix, it has been widely accepted by all industries over the past decade. The Net Promoter Score is a simple-to-use tool that evaluates customer loyalty by asking them a single question, \u201chow&#8230;<\/p>\n","protected":false},"author":6,"featured_media":42008,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[9],"tags":[],"class_list":["post-17306","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-satisfaction"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Create and Send a Net Promoter Score Survey to Measure Customer Loyalty - ProProfs<\/title>\n<meta name=\"description\" content=\"Looking to measure customer loyalty? Have you tried using NPS surveys? 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