NPS - Net Promoter Score
Net Promoter Score (NPS) is used to measure customer loyalty and how likely they are to refer your products and services to others. NPS helps identify who among your customers are promoters, passives, and detractors. Loyal customers are an asset to any company and are a great way to keep the business running. Getting new business is often considered tougher than renewing existing contracts.
Main Objectives of NPS Surveys:
Some factors are critical to guarantee a consistent result for the Program: Who receives the survey and Treatment of data privacy
- Who receives the survey
- Treatment of data privacy
The dealer must register/update the contact details within the service entry data of the customer, in particular telephone number/ Email address
It is important to collect privacy consent agreement for every new service entry registered from the dealer. The following in particular:
- Agreement to personal data collection
- Agreement to the marketing treatment of personal data