Net Promoter Score Management Software
Net Promoter Score metrics have been used around the globe by countless different companies for many years as one of the measures of (CEM) Customer Experience Management. Here at Secret Customer Australia, we have our own bespoke software that can help you create, manage and report on your NPS scores from hundreds of touchpoints within your business.
You can upload historical results you may have collected previously and seamlessly integrate results from your mystery shopping program as well as external and internal NPS surveys.
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What is NPS? The NPS Calculation
To calculate your NPS score, you collect data from one simple but very effective question, using a 0-10 scale: How likely is it that you would recommend [Your Company Name] to friends or family?
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Respondents are grouped as follows:
Promoters (score 9-10) are loyal customers who will keep buying and referring others, helping you to grow.
Passives (score 7-8) are satisfied but unenthusiastic customers who are open to competitive offerings.
Detractors (score 0-6) are unhappy customers who can damage your reputation and impede your business growth through negative word-of-mouth.
Subtracting the percentage of Detractors from the percentage of Promoters gives you the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).
We will help you collect the data, of course, but also help you understand the data and offer ideas and changes to help increase your score from many touchpoints throughout the business.
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One of the new features of the portal is our NPS Management Software. You can use this new function to not only collect NPS data from your mystery shopping program, but you can also produce a myriad of other NPS questions that you can use to survey your real customers from around the venue and at different points during their customer journey.
Each NPS survey comes with its own unique QR code, embed code and URL, so you can send URL links to your existing and past customers or produce different NPS surveys and have your customers access them via the QR code. For instance, you could have a QR code on your receipt or invoices, posters around the venue, promotional flyers… the possibilities are endless!
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It is a great way to get the feedback from your existing clients and then manage it and measure it all in one place on the Secret Customer Portal.
You can look at the company NPS score and then break it down and look at individual results or results by area.
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Call us on the number below for Pricing and Inclusions
– Order Your Information Pack Here –
1300 88 33 16