Product teams are constantly evaluating customer loyalty and satisfaction, and Net Promoter Score (NPS) is one way to understand both.
Sprig Feedback, a user feedback form on your website or app, allows you to continuously measure NPS and then improve your product experience with the results.
What is a net promoter score?
Net Promoter Score (NPS) is a widely-used method for measuring customer loyalty and satisfaction. By asking your users how likely they are to recommend your product to someone they know on a scale from 0 to 10, you can gain valuable insight into how your product is perceived in the market and capture a clear and easy-to-understand metric to track changes in customer sentiment over time.
NPS can be used by businesses of all sizes, from startups to established enterprises, across a wide range of industries.
How to use Feedback to understand NPS
Use Feedback to install the form on your website or app to then get continuous feedback. NPS is best paired with an open-ended follow-up question to capture deeper insights into what aspects of your product are working well and what areas may need improvement. This allows you to understand how to take action to address specific issues and improve your overall customer experience.
This NPS feedback template is particularly useful for companies that want to track customer satisfaction directly within their product. With this intuitive in-product approach, you can capture NPS in a scalable way and get a much higher response rate from users.
Examples of ways to use Net Promoter Score (NPS)
Let’s say you’re a product manager for a software-as-a-service (SaaS) business. You’ve recently released a new version of your product, and you want to know how it’s impacted your customers’ perception of your overall product experience. You set up a feedback form asking your users how likely they are to recommend your product to a friend or colleague. You receive a mix of ratings, with some users giving high “promoter” scores and others giving low “detractor” scores.
In the open-ended responses, many of the users who gave lower ratings say they are having difficulty navigating the new user interface that was launched alongside the new version of the product.
Armed with this information, your team retracts the major user interface changes that were released, so it’s just as easy for your customers to use your product as it was previously. You also review the open-ended responses from users who gave high NPS ratings to identify what they like about the new version of your product and use that feedback to inform the next set of future optimizations.
When should you use NPS?
NPS is an effective method to measure customer loyalty and it gives companies a comprehensive insight into how their customers feel about them and their offerings. You should employ an NPS survey after key and meaningful interactions with your brand.
In the example above, an NPS survey would be deployed after the user experienced the newest version of your feature. This survey will give you a clear understanding of both your brand and the new experience.
What should be included in an NPS feedback form?
An NPS form can be very basic with just two questions for your users:
- How likely are you to recommend (product) to a friend?
- What made you give that rating?
Overall, this NPS form template is a powerful tool for businesses that want to track customer satisfaction and make data-driven decisions to improve their products and services at scale. Get started today with the template from Sprig.