NPS is a tool used by marketers to measure the level of satisfaction and the likelihood that a customer will return to a company or purchase a product or service. NPS quickly and easily indicates whether a person would recommend the service offered by a given company to their friends or family. This type of strategy is now widely used because, according to studies, the level of satisfaction is closely linked to sales growth . The interesting fact is that the NPS can be applied to WhatsApp and we know that this means of communication is extremely important nowadays. This is because most customers who come to request services or products prefer to do so through said platform.
Therefore, applying an NPS is very beneficial for companies. To achieve this, there are a multitude of services and tools that can be very useful: among these tools, Callbell , Typeform or Survicate stand out. Each of them complements each other and allows you to create an NPS directly on WhatsApp and other social networks in an excellent way. In this article, we will discuss the usefulness, function, and benefits of implementing an NPS within your business, what an NPS is, and how you can implement it through WhatsApp . What is NPS? As mentioned above, NPS is a tool used by companies to measure the level of satisfaction and if so, the customer will decide to share information about your company with his friends and family.
This tool is applied as a kind of survey through a single question (How likely are you to recommend our company/service or product to your friends or family?). Scores generally fall into three ranges: 9-10 for Promoters, 7-8 for Neutrals, and 0-6 for Detractors. Each of these definitions has its own meaning. Promoters are people who are willing to share information and cayman islands telegram database are generally satisfied with the service or product they received. Neutrals are people who are satisfied with the service but would switch to something better. Finally, Detractors are people who are unhappy with the service and generally speak poorly of it to others. NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. Neutral customers are not considered in this calculation. However, they count towards the total number of respondents.
Tools that can work to apply NPS on WhatsApp are Typeform and Survicate. What is NPS? How is NPS calculated? NPS is calculated by subtracting the % of DETRACTOR customers from the % of PROMOTER customers. Below is a clear example of how the NPS of a product or service would actually be calculated. Let's say we're running an NPS on WhatsApp for a company that sells ice cream and wants to understand what percentage of its customers would be happy to share the wonderful qualities of their product with family and friends. After conducting the survey, we find that 10 people voted, about six of them got a rating of 9-10, then 2 voted 7-8 and finally, the rest voted 0-6. From the above, about 6 people can be called promoters, 2 neutrals and 2 detractors.
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