“Promoters”
9–10These are very satisfied and loyal customers who you can count on for life. They are even prepared to recommend you to other people.
New case story from Eurofins
How Eurofins uses NPS to create economically sustainable growth
Eurofins Product Testing in Denmark asks every customer the NPS question seven days after invoicing, treats every score of 6 or lower as a complaint, and turns its ambassadors into new sales contacts. See exactly how they do it.
How long do your customers stay?
Typical figures for B2B businesses, depending on industry and company.
7+ yearsPromoters (score 9–10) can stay loyal for more than 7 years
3 yearsPassive satisfied customers (score 7–8) stay for about 3 years
1 yearDetractors (score 0–6) stay for only 1 year – in B2C often just one purchase
Key benefits of Relationwise
- Quick implementation
- Standardised NPS methodology
- Cost-effective
Contact us for a demo at info@relationwise.com
How loyal are your customers?
- With the use of the Relationwise dashboard, you’ll learn how likely it is that your customers are recommending your company. It’s one simple platform that provides ongoing feedback from your customers.
- Determine where your most loyal or unsatisfied customers are located (which countries, stores, departments, etc.)
- Get an overview of your customer NPS development
What is Net Promoter Score®?
Net Promoter Score® is also known as the “ultimate question” to ask your customers: How likely are you to recommend us and why? Customers will rate you from 0-10, where 10 is the best.
A KPI that can look into the future
NPS® does something which no other model does better. Imagine a KPI (Key Performance Indicator) that could show you how the future will look. You already have plenty of KPIs that show you the current, or previous, state of things. Not many companies have access to a KPI that shows them future customer behaviour. This is the amazing essence of NPS®.
“Passive Satisfied”
7–8Passive satisfied customers are not unhappy, but see you as one among many others. These customers can be tempted away by other companies should they get a better offer.
“Detractors”
0–6The expectations of the customer have not been met and they are on their way out. They may even be so dissatisfied that they spread negative word of mouth about you.
The big question now is how your customers are divided between these three groups, and even more importantly, how you can move them up towards promoter level – and what this could mean to your business.
How do I get my NPS®?
The annual survey is dead! Rather than asking your customers to answer a big survey once a year, it has been shown to be much more effective to ask a single question regularly - and be updated regularly.
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Customer feedback on autopilot
Ask your customers regularly.
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The customer replies
They get an email with the question: How likely are you to recommend our business and why?
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You get the results
With our dashboard you can easily keep up with customer feedback and make better decisions.
Show History
Track your progress from day to day or month to month. Get your results documented by showing before and after data.
Swipe through time
TV Dashboard
You can now opt to have the dashboard displayed on a TV screen at your company so that all employees can see how many happy and unhappy customers you have. The dashboard can, for example, be displayed in the canteen or the reception area. This way you make sure that the numbers motivate everyone in the organisation to do their best.
Read more and see our mini guide for setup
Actionable customer feedback that makes a HUGE difference
The alert function sends you notifications when customers respond negatively. When you receive alerts immediately you can react much faster than other companies to customer unhappiness. Detracting customers can be converted into loyal promoting ambassadors before they begin spreading negative word of mouth about your company. You can also get alerts sent straight to your email.
Get an auto-generated monthly report sent directly to your email where you get a full overview of unhappy customer incidents and how many and how promptly they were subsequently resolved.
Benchmark your organisation
In our benchmark module you can compare how loyal your customers are with specific members of your team, department, shop, product - or whichever kinds of comparisons make sense for your organisation.
