If you have landed here, I am sure you already know what NPS aka net promoter score is.

NPS is a business metric that helps you gauge customer loyalty by asking a simple question, ‘How likely are you to recommend us to a friend or colleague?’

While this has been widely used in organizations, some brands only focus on increasing the score. And when it doesn’t work they believe that it has been outdated!

But NPS is not just a score to increase, it is a system that helps you identify the gaps in your customer experience.

And for that, the loyalty question is not enough! You need to focus on its follow-up question because that is where the gold is!

Further Reading: https://www.surveysensum.com/blog/steps-to-analyze-nps-program/