Net Promoter is a customer feedback methodology (and a registered trademark of Fred Reichheld, Bain & Company, and Satmetrix).
Our app 'Make-feedback' allows you to operate the system via SMS messages. It allows you to receive scores from clients and also send SMS messages, thus initiate feedback from your clients.
Net Promoter Score
The net promoter score can be calculated via The Ultimate Question.
The ‘ultimate question’ (UQ) is an established method of gaining feedback from clients. The UQ asks on a scale of 1 to 10 (10 being the most likely) what are the chances the client will recommend the services received to a family member or friend.
If the client responds with a mark of 9 or 10 they are asked a subsequent question of what did we do well. Such respondents are called promoters.
If the client responds with a mark of 6 or below they can be asked the subsequent question of what one or two things can we do to improve. Such respondents are called detractors.
The net promoter score is used by a vast array of companies. They score their feedback responses and this is used to establish growth of their company.
Depending on the score a respondent provides they are classified as follows:
0-6 = “Detractors”
7-8 = “Passives”
9-10 = “Promoters”
The net promoter is calculated by detracting the percentage number of detractors from the percentage number of promoters.
So if 20 people give you a mark of 10 and 10 people give you a mark of 6 your net promoter score is calculated as follows:
Promoters calculation: 20/30 x 100 = 66.6% (please note that 30 is the total number of feedbacks)
Detractors calculation: 10/30 = 33.3 = 33.3%
So the net promoter score is 66.6 -33.3 = 33.3%
What to do with the net promoter score (NPS)?
The idea of the net promoter score is to promote growth via personal recommendation. The NPS can be used to measure the level of customer satisfaction and potential growth as well as a measure of achieved improvement (or vice versa).
There are many companies that can help organisations analyse results.
However at a basic level we at make-feedback think this could work:
Receive a score which is a promoter and use the subsequent response to find out why you did well and then re-inforce this methodology.
Receive a score which is a detractor and use the subsequent response to find out where you need to improve and then make change to your customer service. once you fix the issue e.g the phone takes ages to be answered your promoter score will rise and in turn your growth.
The Make-feedback App
We recommend you do this:
1 Display your mobile number to your clients and ask them to text your number the word 'feedback'. This starts the feedback process.
2. Note once the feedback process is started the user will receive an SMS asking for a score, another SMS asking why the client gave the score and they will then receive a thank you SMS.
3. To initiate the feedback process you can send the client a questioning if they are willing to participate. If they reply with the word feedback the feedback process as 2 above is started.
Viewing your scores with the make-feedback app
The make feedback allows you to view all your feedback, calculate the your net promoter score between certain dates and it allows you to view promoters, passives or detractors between any particular dates you set.
At the very least!
The app allows you to get customer feedback vis SMS for a very small fee (you would have to pay a continuous fee for a service outside this Android app)
We hope you find our app very useful and it helps your organisation to grow and improve!
Make-feedback Lite will only allow you to view 20 feedbacks that you have received.
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