NPS (Net Promoter Score)
NPS (Net Promoter Score) measures customer loyalty with one question: how likely, from 0 to 10, they are to recommend the company to a friend.
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What does NPS mean?
Those answering 9-10 are promoters, 7-8 passives and 0-6 detractors. NPS is the share of promoters minus the share of detractors, between -100 and +100.
The value of NPS is in the follow-up as much as the score: a detractor is worth contacting the same day.
Why does it matter to a small business?
A small business often only learns that a customer is unhappy when they stop ordering. NPS is a short question that is easy to answer, so many people reply, and the answers show in time who is satisfied and who is not. Beyond the score, the quick reaction is worth the most: calling a detractor gives the relationship a chance to survive.
What does it look like in practice?
Details
Suppose a car repair shop in Nyíregyháza sends the NPS question a week after every repair. One customer gives a 4 and writes that the car came back a day later than agreed. The shop's manager is notified the same day, calls the customer and apologises. Both the answer and the call stay on the customer's timeline.
How does HelloCRM handle it?
Details
HelloCRM's Surveys module sends NPS and satisfaction surveys; the owner of a customer answering 0-6 is notified the same day, and the answer lands on the contact's timeline. Someone a survey has already asked is not asked again within its quiet period (90 days by default), and the review link goes to everybody who answers, not only the happy ones.
Module: Surveys (paid module, price coming soon).
A CRM for small businesses in Hungary
HelloCRM is an online CRM made in Hungary for small and mid-sized businesses there, in Hungarian and English: the core CRM is free for good, with no time limit and no card, and it can be tried without signing up in a demo company full of example data.
Questions
What is NPS, in one sentence?
NPS (Net Promoter Score) measures customer loyalty with one question: how likely, from 0 to 10, they are to recommend the company to a friend.