NPS (Net Promoter Score)
Σύντομη απάντηση
Satisfaction metric: percentage of promoters minus percentage of detractors on a 0-10 scale.
Βασικά συμπεράσματα
- Ask after a concrete event: delivery, complaint resolution, go-live
- Tie the answer to the CRM account, not an anonymous form
- Turn each detractor into a task with an owner and a deadline
Scores 9-10 are promoters, 7-8 passives, 0-6 detractors. NPS ranges from -100 to +100.
Making it useful in B2B
- Ask after a concrete event: delivery, complaint resolution, go-live
- Tie the answer to the CRM account, not an anonymous form
- Turn each detractor into a task with an owner and a deadline
Limits
- A good score from the wrong person says nothing about the decision maker
- Without an open question you never learn the cause
Πραγματικό παράδειγμα
From 90 responses: 50% promoters, 20% detractors → NPS 30. All 18 detractors were called within 48 hours and 11 reordered the next month.
Ενημέρωση:
Συχνές ερωτήσεις
What is a good B2B NPS?+
The comparison that matters is your own trend on the same sample and segment.
How often?+
Transactionally after key events, plus one or two relationship surveys a year.
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Σχετικοί όροι
Churn rate
The share of active customers who stop ordering in a given period.
ΠωλήσειςCLV (customer lifetime value)
Total margin a customer generates across the whole relationship, not just the first order.
ΛειτουργίεςPerfect order rate
The percentage of orders delivered with no errors - on time, in full, undamaged and with correct documentation.