NPS (Net Promoter Score)
NPS (Net Promoter Score) measures customer loyalty with one question: how likely, from 0 to 10, they are to recommend the company to a friend.
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Explanation
Those answering 9-10 are promoters, 7-8 passives and 0-6 detractors. NPS is the share of promoters minus the share of detractors, between -100 and +100.
The value of NPS is in the follow-up as much as the score: a detractor is worth contacting the same day.
How HelloTeam does it
HelloTeam's Surveys module sends NPS and satisfaction surveys; the owner of a customer answering 0-6 is notified the same day, and the answer lands on the contact's timeline.
Module: Surveys (€4.90 / month).