HOW TO MEASURE YOUR NPS SCORE.
- Anyone giving a score of 9 or 10 is considered a “promoter” client. They will likely think and speak positively about your business to those around them. They are true marketing ambassadors and highly valuable for recommendations.
- Anyone scoring 7 or 8 is considered a “passive” customer. They are unlikely to advertise your services in any way but they don’t think negatively about you. These consumers are more likely to swing their opinion of your business based on your service.
- Anyone scoring from 0 to 6 is considered a “detractor” consumer. They won’t hesitate to share any dissatisfaction they have about you with those around them. Although, they are more likely to voice their opinion through social media reaching the wider public.
HOW TO CALCULATE YOUR NPS SCORE.
Thanks to a study carried out in Belgium in 2020, KNOWTHM discovered that customers experiencing long wait times in store would considerably decrease the Net Promoter Score for that business. The longer the wait time, the higher the percentage of detractors for that brand.
However, by using a simple, customizable queuing tool, it is possible to better manage queues and improve customer satisfaction, increasing promoters for your brand.
With a tool like SmartQueue it is even possible to revolutionize the way customers will wait for service in your store, improving their experience overall.