What is net promoter score (NPS)?

Net Promoter Score is a metric used to measure the likelihood of customers recommending a company’s products or services to others. It’s based on a single question: “On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?” Based on their responses, customers are categorized into three groups:

• Promoters (score 9-10): These are loyal enthusiasts who are likely to promote your brand to others.
• Passives (score 7-8): These customers are satisfied but not enthusiastic enough to actively promote your brand.
• Detractors (score 0-6): These customers are unhappy and may spread negative word-of-mouth about your brand.

Who is this ideal for?

This article is tailored for businesses of all sizes across industries that are looking to enhance their customer satisfaction levels, build stronger relationships with their clientele, and drive business growth. It is particularly beneficial for:

• Business owners

Entrepreneurs and business owners seeking to understand and improve customer sentiment to optimize their offerings and enhance brand loyalty.

• Marketing professionals

Marketers looking to leverage customer feedback to refine their marketing strategies, improve targeting, and boost customer engagement.

• Customer experience managers

Professionals responsible for overseeing the end-to-end customer journey and enhancing customer satisfaction.

• Sales teams

Sales professionals aim to identify opportunities for upselling and cross-selling based on customer feedback and NPS scores.

• Product managers

Individuals involved in product development seek insights to refine existing products or develop new ones that better meet customer needs.

Benefits of mastering NPS with Formaloo:

Actionable insights

Formaloo empowers organizations to derive actionable insights from NPS data, enabling them to make data-driven decisions to improve customer satisfaction and loyalty.

Real-time tracking

With Formaloo’s intuitive dashboard, businesses can monitor NPS trends in real time, allowing for prompt responses to changes in customer sentiment.

Comprehensive analysis

Formaloo’s advanced analytics tools enable organizations to conduct in-depth analysis of NPS data, including segmentation, sentiment analysis, and text analytics, to uncover valuable insights.

Seamless integration

Formaloo seamlessly integrates with existing systems such as CRM platforms, enabling businesses to leverage NPS data alongside other customer data sources for a holistic view of the customer journey.

Collaboration and alignment

Formaloo facilitates cross-functional collaboration, ensuring that improvement initiatives are coordinated across departments and aligned with organizational goals.

Continuous improvement

By iterating and refining NPS surveys and analysis methodologies based on feedback and learnings, businesses can continuously improve their customer satisfaction levels and drive long-term growth.

Creating an NPS survey with Formaloo

Formaloo’s user-friendly interface makes creating an NPS survey straightforward. Here’s a step-by-step guide:

1. Sign up for a Formaloo account and log in to the dashboard
2. Navigate to the “+New Formaloo” section and create a new app.
3. Design the form according to your preferences.

Add your logo, and change the colors, background, and font.

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4. Publish your live form directly into your website or share the link with the users.

Once you’re prepared to share your form, you have multiple options for sharing: embedding it as an iframe, script, widget, or chatbot onto your website.

No programming knowledge is necessary. Simply copy the code provided by Formaloo and paste it into your website. Your poll will be up and running instantly.

5. You can view the data in various formats in the “Results” tab.

These formats include kanban boards, tables, and charts. This allows you to track the progress and popularity of suggestions.

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As soon as your audience begins responding, the data flows in real time.

This enables you to promptly analyze responses, strategize campaigns based on this data, and seamlessly transfer the information to your CRM for effective follow-up with potential leads.

Send email notifications and custom emails. You can get a notification every time someone submits your form.

You have the option of utilizing “Email forwarding” to include additional email addresses. This way, you can forward the notification email to send a copy to your team members.

Leveraging NPS with Formaloo for continuous improvement

Mastering NPS is an ongoing journey, but with the right tools and strategies, you can leverage customer feedback to achieve significant improvements in customer satisfaction, loyalty, and ultimately, business growth. Formaloo provides a comprehensive solution that empowers organizations to effectively measure, analyze, and act on their NPS data.

By following the steps outlined in this guide and harnessing the capabilities of Formaloo, you can embark on a continuous improvement cycle, ensuring that your NPS efforts translate into tangible results.

Ready to streamline your decision-making process and engage users like never?

Sign up for Formaloo today and experience the ease and efficiency of creating online voting forms and apps. Empower your organization with actionable insights and drive meaningful change with Formaloo.

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