How often should I send the Net Promoter Survey (NPS)?

There is no “one size fits all” in terms of when and how often you should be surveying your customers. It depends on your business model, your relationship with your customers and their level of interaction with your product or service.

How can I increase the response rate of Net Promoter Score?

Knowing your customers true sentiment and where they call within the scope of Promoters/Passives/Detractors is very important, and the WHY is even more so.

How do you aggregate a Net Promoter Score across multiple businesses?

Generally speaking you would not aggregate NPS data or scores across different businesses that are unrelated. Now if you had the same type of business (restaurants for example) and are measuring by location, an…

What is the best way to measure and track NPS in a SaaS app? Are there any tools available?

TL;DR: Track like most other businesses would. Touch each customer quarterly, ensure you’re asking just the “likelihood to recommend question” along with an open-ended…

When do you know it’s the right time to send an NPS survey?

Since it’s really only been a few years since proper “SaaS” tools for NPS have been accessible to the majority of companies, there is still a misconception that it’s only used when organizations reach 1000’s of customers.

In an NPS Survey, should I add the scoring explanation?

To quickly and directly answer the question: No, you should not add a scoring explanation to your survey. In doing so, you directly jeopardize the validity of the scores your customers are providing you.

On-Boarding Net Promoters: How To Move Your Clients from the “Foyer” to “Living Room” in 90 Days.

Can Net Promoter be used to measure a politician?