Post by account_disabled on Feb 27, 2024 4:30:27 GMT
The categories promoters passives and critics . recommend the company and thus contribute to customer loyalty. Passive customers are satisfied customers who are not actively promoting the brand. Critics are dissatisfied customers who have the potential to negatively impact a brand. The NPS survey asks a simple question On a scale of to how likely are you to recommend our companyproductservice to a friend or colleague Customers submit scores and based on their answers they will divided into one of the three categories mentioned to Promoter to Passive to critics NPS is calculated by subtracting the percentage.
Detractors from the percentage of promoters. The result is Phone Number List between and . A positive NPS indicates stronger customer loyalty while a negative NPS indicates customer loyalty issues. The NPS is effective because it is easy to understand and implement . It enables companies to evaluate customer satisfaction and derive concrete measures to increase customer loyalty . But there are also other simple measurement methods. Key figures such as the redemption rate and the repurchase rate are primarily suitable for this. Measurement based on key figures redemption rate and repurchase rate The method for measuring customer loyalty using vouchers is based on a simple principle.
First vouchers with discounts are distributed to customers. It is then analyzed how many of these vouchers were actually redeemed. The redemption rate is determined by dividing the number of vouchers redeemed by the number of vouchers distributed. The higher the redemption rate the higher the customer loyalty. However it is important to work with comparative data here. This is the only way to determine whether loyalty is increasing or decreasing over a certain period of time . An additional way to measure customer loyalty is to analyze the repeat purchase rate . All customers are first systematically recorded in a database. A distinction can then be made between customers who only buy once.