Lumoa's State of Customer Experience in 2018 revealed that 65% of companies measure the Net Promoter Score (NPS). That made NPS the most widely used metric both B2B and B2C.
This simple yet powerful metric has conquered the hearts of many exactly because of its simplicity - both for companies to implement and for customers to answer. Net Promoter System includes 2 questions: "How likely are you to recommend us to a friend or a colleague" and open-ended "Why?". Thus NPS give a very fast way to get insights from a large audience.
At the same time, NPS is one of few that connect customer experience in the present to the future revenue. Customers are looking and trust advice and recommendations from their friends and Net Promoter Score made it possible to calculate the value and the state of word-of-mouth marketing. Are your customers complaining or are they praising your services?
You're about to find out.
Let's have a look at how NPS has become the most popular customer experience metric.