TABLE OF CONTENTS
- What is Feefo NPS® ?
- How to Add a Custom NPS Question
- Adding NPS to Your Account
Welcome to the knowledge base article on Feefo NPS® (Net Promoter Score), an additional feature that allows you to gain valuable insights into how your customers perceive your business and their loyalty to your brand. This powerful tool enables you to add a straightforward question to your feedback forms, providing you with an instant snapshot of customer sentiment. In this article, we will explore what NPS is, how to add a custom NPS question to your feedback forms, and how you can add NPS to your existing Feefo package.
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What is Feefo NPS® ?
Feefo NPS is a feature that adds an essential question to your feedback forms: "How likely are you to recommend [business name] to a friend, family, or relative?" Customers can respond to this question on a scale from 0 to 10, providing you with valuable insights into their loyalty and satisfaction levels, which places them into one of three categories:
- Promoters (9-10) - Promoters are loyal advocates who will continue to buy from you and persuade others to do the same.
- Passives (7-8) - Passives are satisfied customers but could be persuaded by competitors to go elsewhere.
- Detractors (0-6) - Detractors are unhappy customers who could damage your brand through negative word of mouth.
You will then get a score of between -100 and + 100 which is calculated by % of promoters - % of detractors.
How to Add a Custom NPS Question
To include the NPS question in your feedback forms, follow these simple steps:
Adding NPS to Your Account
If Feefo NPS is not currently included in your Feefo package and you would like to add it to your account, click on 'Additional features' and then 'Get in touch' to request a call back. Alternatively, you can directly contact your Account Manager.
Feefo NPS is a valuable feature that empowers you to gather customer feedback in a simple and effective way through a single question. By following the steps outlined in this article, you can easily customise your feedback forms to include the NPS question, gaining valuable insights into customer loyalty and satisfaction.