The term Net Promoter Score (NPS) may sound daunting, but like most aspects of customer service/sales, it’s not that scary.
If you’ve ever had a really terrible experience at a restaurant—the waiter forgets your order, there’s hair in your food, etc.—chances are pretty good that you’re not going to recommend that restaurant to a friend (unless you’re secretly mad at said friend and feeling especially petty). On the other hand, if you happen upon some amazing new café that changes your life forever, you’ll probably tell all of your friends and rave about it on social media.
That’s basically a Net Promoter Score in a nutshell—a customer satisfaction rating/benchmark that measures how likely your customers are to recommend you to a friend.
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