the user is asked to complete a survey and give a rating from 0 to 10.

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Every business strives to increase the number of satisfied customers. The company's profit depends on customer loyalty. Along with working to attract new customers, a business must constantly improve processes to retain them. But how can you find out about the customer's attitude to the company and determine the level of customer satisfaction and loyalty?

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To measure loyalty, marketers use the Net Promoter Score or NPS index. We talk about this metric and explain how to understand and interpret it. We analyze how NPS can be used to track and improve the quality of services, and what impact the consumer loyalty index has on business in general.

What is the NPS customer loyalty index?
NPS (Net Promoter Score) is an index of customer loyalty to a brand india phone number list and its services. It measures the degree of customer satisfaction from interactions with the company and use of its products, and also allows you to assess how likely it is that the buyer will be your regular customer and recommend you to others.

The NPS index was first proposed in 2003 by business consultant Fred Reichheld. The simplicity and effectiveness of the method allow NPS to remain popular to this day.

The method for measuring customer loyalty is based on a question that may sound like this: to what extent are you willing to recommend our service to your friends and acquaintances?

The NPS methodology implies that if a client is ready to recommend a product to other people, then he is satisfied with the quality of services and the work of the brand.

To calculate the loyalty level,
To calculate and evaluate the result, respondents are divided into three groups of clients:

0-6: Detractors — those who won't recommend your company to friends. Customer reviews are negative, they don't like the product.
7-8: Neutrals - customers' attitude towards the company is neutral, ie they are satisfied with the product, but they are unlikely to recommend it. Such survey participants can easily abandon your product in favor of a competitor's if it has a lower price or another more advantageous offer.
9-10: Promoters are loyal customers who buy regularly and are willing to recommend the company. They are likely already your fans and so-called brand advocates who love and protect your brand. This is an especially valuable group for your business.
Pros of the NPS metric
Let's look at the main advantages of the method for assessing customer loyalty.

The survey takes respondents several minutes
To calculate customer loyalty, they are asked to take a short survey. This allows you to reach more customers because you can quickly share your opinion. They are more likely to agree to answer the questions.