NPS Surveys (+)

“How likely would you recommend 'Company X' to your friend?” – this is one of the most common questions asked during the NPS survey.

The test corresponds to a 10 point scoring scale:
0 – I’ll definitely not recommend Company X | 10 – I’ll certainly recommend Company X

Survey participants are divided into 4 groups:
• Brand critics (detractors) – respondents replying 0-6 – a group of unhappy customers who will not recommend Company X.
• Neutral (passives) – respondents replying 7-8 – are happy clients, but not loyal and vulnerable to competitive offerings.
• Brand promoters (promoters) – respondents replying 9-10 – represents enthusiastic and loyal customers who will recommend Company X and will drive its development.

The NPS indicator is used to measure customer satisfaction and loyalty. Its basic interpretation is straightforward: the higher the value of the index, the better for the company.

Stages of conducting NPS (+) surveys at Contact Center :

Stage 1 – Research preparation by experienced NPS survey experts who are highly experienced in working with the indicator:

• Preparation of the research tools (questionnaire).
• Selection of the best form of research (CATI/CAWI).
• Preparing the database for the survey (based on the database received from the client).
• Determining the number of interviews – sample selection.

Stage 2 - Interview implementation and quality control:

In the cases of selection techniques:
• CATI implementation of the survey by NPS experienced interviewers supervised by the monitoring department and the team leader.
• CAWI distribution of questionnaires in electronic format and the recording of results.

Stage 3 – Reporting the results of the study:

• Daily data exchange with the client – forwarding results in excel format.