NPS Guide | From feedback to enthusiasm

You may be successful today, but tomorrow you could find that your customers have been driven towards your competitor – customer loyalty is extremely important when it comes to running a successful organisation. Companies with many loyal customers and employees showcase stronger growth and higher profits, this is because they don’t have to invest as much money in marketing activities and acquisition: For the most part, loyal customers already do that for you! Figures show that loyal customers make a greater number of repeat purchases, as well as being less sensitive to price.

One example of gauging customer loyalty is through traditional surveys, however, these often prove to be unsuitable for a number of reasons: there are too many questions, surveys being sent out too late, or the language used is overly-complicated.   So, how can you effectively measure customer loyalty? With the Net Promoter Score.