NPS Software

Experience.com’s XMP calculates an NPS Score for every partner client automatically. 

With response rates as high as 65%, NPS improvements up to 50 points, and custom analytics, our NPS survey tool can transform your business into a world-class customer experience

WHAT IS A NET PROMOTER SCORE?

Net Promoter Score (NPS) is a metric used to measure customer loyalty, drive growth and make business decisions. But more than that, it’s a management philosophy. It’s how successful companies worldwide are choosing to run their business.

Our NPS survey tool computes the NPS Score by asking a “likelihood to recommend” question on your customer satisfaction survey. The question, based on an 11-point (0-10) scale, separates customers into 3 buckets: Promoters, Passives and Detractors.

Promoters

These brand enthusiasts are loyal to you and LOVE your product and/or the service they received. Get excited! They’ll keep buying from you AND will enthusiastically refer others to you.

Passives

Your satisfied, middle-of-the-road customers. These folks feel like they got what they paid for, but probably won’t be sending any referrals your way. If your competitor offers something sparkly and new, they may get distracted.

Detractors

Watch out for these unhappy customers. They might damage your brand with negative word-of-mouth. They’re the most likely to go online and do damage to your reputation. It’s important that you figure out what went wrong.

Subtracting the percentage of Detractors from the percentage of Promoters yields the NPS score.The Net Promoter Index score ranges from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).

Experience.com users have an average customer NPS Score of 91!

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