Your customers respond to an email survey telling you about their experiences.
(WORLD’S BEST ADVICE: Listen to what they’re saying!)
While we can’t push these reviews to public sites like Google or
Yelp—sorry, they won’t let us!—we do recommend you sign up for
Listen360 Reviews, which will prompt your customer to leave their reviews publicly.
Here’s an overview of the scoring system:
Promoters = 9–10
Passives = 7–8
Detractors = 1–6
Your NPS is calculated by subtracting the percentage of Detractors from
the percentage of Promoters. (In other words: Promoters – Detractors = NPS.)
Be sure you address any labeled “At Risk Customers.” Need help?
Your Operations Coach is a great resource here.