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    Look with the eyes of your customers

    Converting customers into champions of your brand is a proven way to grow your business. This is why Net Promoter Scores® are a key metric for Customer Experience Management.

     

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    NPS Graph
     

    What is an NPS® Score?

    Put simply, an NPS® score is a measurement of how your brand, product, service etc. is perceived. Respondents are given a value between 1 and 10 based on how likely they are to recommend your product or services to others. This value determines whether they are considered detractors, passives or promoters. Finally, the percentage of detractors is subtracted from the percentage of promoters to give you an NPS® score ranging from -100 to +100.

    Detractors (score 0-6)

    These are customers who can hurt your reputation by speaking negatively about your brand, services, products etc.

    Passives (score 7-8)

    These are customers with no strong opinions about your services or products and, as such, do not impact your NPS® score.

    Promoters (score 9-10)

    These are customers that have had an exceptionally positive experience at some juncture during their customer journey.

     

    The Real Value of NPS®

    NPS® is critical to understanding how your customers perceive your brand overall and how likely they are to make a repeat purchase – directly impacting your bottom line.

    NPS® provides brands with a quantifiable metric they can use to manage and improve their customer experience.

    NPS Ranking Question
     

    NPS® Dashboard

    LiaCX® allows you to easily track your Net Promoter Score with NPS® dashboards. These dashboards display your current score and trend over time using clear visuals. 

    From your NPS® dashboard you can dig into each section category, expand on what is driving promoters, and improve on what is generating detractors.

    LiaCX® NPS Dashboard
     

    Case Management

    LiaCX® allows you to automatically generate cases to follow up on customer feedback. This empowers team members to close the loop and help convert detractors and passives to promoters.

    Learn more about case management in LiaCX® here.

    LiaCX® Case Management Dashboard

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