Measure user experience and loyalty.
This is known as Net Promoter Score (NPS) and is a popular and effective method of measuring user experience, loyalty, and satisfaction. Use a scale of 0-10.
- Promoters (9–10): The happiest and most loyal customers, most likely to refer you to others. Use them for testimonials and as affiliates.
- Passives (7–8): These customers are happy but unlikely to refer you to friends. They may be swayed by a competitor fairly easily.
- Detractors (0–6): These are unhappy customers and can be dangerous for your brand, spreading negative messages and reviews. Identify their problems and fix them.
Use the NPS score as a benchmark for how well you are doing. A good NPS is better than the one you had last month.
Compare your numbers to competitors’ to get a realistic idea of your customers’ satisfaction level, and then you can work on improving your score.
Your promoters will help tell the world about you.
- Which issues keep appearing?
- Are there any trends?