Customer Loyalty with NPS

How loyal are your customers? Customer loyalty research provides you with valuable information about your customers’ loyalty to your organisation. Customer loyalty is measured using the Net Promotor Score (NPS). The NPS is a metric used across the world to measure how likely customers are to recommend your organisation.

Respondents use an 11-point scale to indicate how likely they are to recommend the organisation to acquaintances and associates. This scale is used as a basis for identifying the extent to which customers would actively recommend the organisation (promotors) or hardly or not at all (detractors). The NPS is then calculated by subtracting the percentage of detractors from the percentage of promotors.

Customer loyalty research not only gives you information on your customers’ loyalty but also on the reasons for this loyalty. Why are they your customers? More importantly, how can you increase this customer loyalty? We help you to strengthen your relationship with your customers!