Information on NPS and feedback methodology

NPS stands for Net Promoter Score. It is a score that shows to what extent customers or employees would recommend your organization to others. This helps you discover how many enthusiastic customers and/or employees your organization has. The score provides insight into customer and/or employee satisfaction and loyalty based on a single simple question. The higher the NPS, the greater the likelihood that customers and employees will stay and recommend your organization to others.

Each survey consists of three core questions:

Would you recommend our organization to friends or acquaintances?
What is going well?
And what could be improved?

In addition, there are a few optional questions:
May we publish your review?
If yes, what rating would you give us?

Short, clear and valuable. You receive both a clear score (NPS) and open-ended feedback that you can act on immediately.

By measuring the NPS®, you assess the loyalty of customers and/or employees to your organization. The score ranges from -100 to +100, with higher scores indicating greater loyalty.

If your NPS is above 0, you can say you have a positive NPS, meaning you have more promoters than detractors, congratulations! But did you know that it is even more important for your score to increase? This shows that you are improving, gaining more fans and reducing the number of dissatisfied customers and/or employees within your organization.

Whether you start at -10 or +35, if your NPS improves, you know you are doing the right things. Compare your score primarily with your previous measurement to see if you are truly making progress.

A negative NPS means you have more dissatisfied than satisfied customers and/or employees. That may sound tough, but it is actually very valuable: you now know there is work to be done. Start with the open-ended feedback. What do customers and/or employees say could be improved? Focus on concrete improvement points, show that you take feedback seriously and provide feedback to your customers and/or employees. This builds trust and is often the first step towards a higher NPS.

Customers and/or employees give a score from 0 to 10 on the question of whether they would recommend your organization to friends or acquaintances.

Based on that score, we divide customers and/or employees into three groups:

• Promoters: customers and/or employees who give your organization a 9 or 10. These are the most loyal customers and/or employees. They attract new enthusiastic customers and/or employees because they speak positively about you.
• Passives: customers and/or employees who give your organization a 7 or 8. These are neutral customers and/or employees. They are positive and won’t speak badly about you, but they are unlikely to proactively recommend you to others.
• Detractors: customers and/or employees who give your organization a score of 6 or lower. These are dissatisfied customers and/or employees who can negatively impact your reputation.

You calculate the NPS score as follows:
% promoters – % detractors = your NPS.

Example:
Out of 100 responses: 60 promoters (60%), 25 passives (25%), 15 detractors (15%).
Then your NPS is: 60% – 15% = +45.

It is important to ask for feedback throughout the entire customer journey, so you can identify trends and respond quickly to situations. We work with you to determine the best moments for your organization

Your customers and employees are your best source of information. Feedback from your customers and employees shows what they truly experience. They tell you what is going well and what could be improved. This helps you make targeted improvements. Organizations that regularly collect feedback see higher satisfaction.

Negative feedback is important because it helps organizations improve, strengthens customer and employee loyalty and keeps you alert. Problems that are addressed quickly and effectively often lead to higher satisfaction than if everything always goes smoothly. Additionally, criticism shows where your offerings can be improved and encourages employees to go the extra mile. Customers and employees who provide feedback are valuable because they are engaged and help your organization grow. Read the full article on negative feedback.

Handling positive feedback means appreciating it, sharing it and actively responding to it. Thank customers and employees for their time and effort so they know their opinions are valued. Share positive feedback internally to motivate employees and externally to show potential customers your strengths. Where possible, go the extra mile so loyal customers feel appreciated and are more likely to return or recommend you. Positive feedback helps strengthen relationships and drive growth. Read the full article on positive feedback.

Reviews are intended for the outside world. Focus Feedback is for your organization.

With reviews (such as on Google), people write spontaneous ratings that are visible to everyone. Usually, these come from either very satisfied or very dissatisfied people. This means you miss the silent majority and the context.

With Focus Feedback, you actively and systematically collect responses from all your customers and employees at set moments. The feedback is only visible to your organization and helps you make targeted improvements.

Additionally, with Focus Feedback, you get:
– A clear NPS score
– Trends in satisfaction
– Automatic analysis of open-ended responses
– Insights by target group, location, or stage of the customer journey