We all know that positive word of mouth from our customers is one of the strongest signs of consumer loyalty.
But measuring customer loyalty isn’t always that easy.
This is where the Net Promoter® Score is useful. Our article explores how you can use this simple tool to measure how likely your customers are to become your biggest champion, in an effective way.
Using this tool will help you find out the strengths and, arguably more importantly, the weaknesses of your business, such as a bottleneck, a broken process, or perhaps poor product quality. You can use tools like cause and effect analysis, root cause analysis, and customer experience mapping to figure out your next steps, and to improve your score.
Question: Have you ever used the Net Promoter Score before? If so, did you find it a useful and simple tool? Are there any other methods that you use to gauge customer loyalty? If so, we’d love to hear your experiences! Join the discussion in the comments below.