NPS surveys are typically conducted online or via email, and they ask customers to rate their likelihood to recommend the product or service to others on a scale of 0 to 10. Customers who rate the product or service a 9 or 10 are considered “promoters,” while those who rate it a 0 to 6 are considered “detractors.” The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.
Customer information is the data that is collected about customers, such as their name, email address, contact number, gender, age, date of birth, occupation, and income. This data can be used to create a customer profile, which can then be used to target marketing campaigns and improve customer service.
There are many benefits to using an eNPS survey template. First, it can help businesses to identify their detractors, passives, and promoters. Detractors are employees who are not likely to recommend the company to others, passives are employees who are indifferent, and promoters are employees who are highly likely to recommend the company to others. By understanding the distribution of these groups, businesses can tailor their employee engagement and retention strategies accordingly.
CES surveys are important because they can help companies identify areas where they can improve the customer experience, such as making it easier to find information online or resolve issues over the phone. By tracking CES over time, companies can also measure the effectiveness of their customer service initiatives.
