#nps

Implement NPS program. Process: 1. Survey timing (post-interaction or periodic). 2. Question: 'How likely to recommend 0-10?' 3. Categorize: Promoters (9-10), Passives (7-8), Detractors (0-6). 4. Calculate: %Promoters - %Detractors. 5. Follow-up questions for context. 6. Close the loop with respondents. 7. Root cause analysis. 8. Track trends over time. Use for customer sentiment. Benchmarks vary by industry. Focus on improving score by addressing detractors.

Request customer feedback effectively. Message should: 1. Thank them for being a customer. 2. Explain why feedback matters. 3. Estimate time to complete (keep it short). 4. Assure anonymity if applicable. 5. Highlight how feedback drives improvements. 6. Offer incentive if appropriate (discount, entry to drawing). 7. Make survey mobile-friendly. 8. Provide easy opt-out. Timing is crucial - send after positive interaction.