Detractors (score 0-6)
These are customers who can hurt your reputation by speaking negatively about your brand, services, products etc.
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.
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.
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® 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.