Net Promotor Score (NPS)

Using Adaptive Survey® Technology for Your Net Promoter Program.

The number one question among executives about the Net Promoter Score is, “What should we do to increase loyalty?” This presents a unique opportunity for users of CloudMR’s Adaptive Survey® Technology®. This technology is designed to gather open-ended improvement suggestions from customers and prioritize them using our patent-pending crowd-sourcing technique. It delivers specific actionable improvements along with general areas that need the most attention.

Here is what a typical NPS survey using Adaptive Survey® Technology® looks like.

  1. The Net Promoter Question: How likely are you to recommend [Your Company] to your friends and business associates?
  2. A Single Adaptive Question: What should we do to increase the chances that you will recommend [Your Company] to your friends and business associates?
  3. Just to make sure customers get a chance to say what they want: If you have other comments for the executive team at [Your Company], please enter them here.

That’s it. These three questions deliver more actionable insights than any NPS survey we have seen. Assuming you get 300 or so responses, the Adaptive Question® will deliver about 100 prioritized improvement suggestions. Our system also groups all suggestions using a patent-pending crowd-sourcing technology that will identify the general areas that need more resources. The output looks like this.

Using Adaptive Survey® Technology for Your Net Promoter Program - 2X2 Chart

Using Adaptive Survey® Technology for Your Net Promoter Program - Heat Map

At the very heart of NPS is the assumption that loyal customers create positive word of mouth. Add one Adaptive Question® to the above survey for Promoters only, “What would you say to a friend or business associate who is considering buying from ABC Company?” This will get you the top categories for your sales pitch along with specific wording to use in advertising, social media and sales calls.

 

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