Why do you need an NPS customer survey?

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The index is based on the relationship between variables such as image, expectations from the company, perceived quality, perceived value, customer satisfaction and loyalty. Satisfaction occupies a central place in the structure of the model. It is preceded by image, expectations, quality and value. Satisfaction is followed by loyalty.

Unlike ACSI, the ECSI model takes into venezuela telegram database account the “corporate image” indicator, which directly affects customer expectations, satisfaction and loyalty.

ESCI is the basis for EPSI, or European Job Satisfaction Index. The model can be expanded to include performance indicators such as employee satisfaction and public trust.

The EPSI rating is compiled under the auspices of a European non-profit organization, behind which stand the European Foundation for Quality Management, the European Organization for Quality and the International Foundation for Customer Focus.

Both methods have roots in the work of the Stockholm School of Economics.



The main purpose of the Net Promoter Score (NPS) is to quickly understand how likely it is that a company will be recommended to friends, colleagues, and partners. This leads to several conclusions:

An NPS survey does not require serious preparatory work or resources to process the results. Ask: “How willing are you to recommend the company to friends and partners on a scale from 0 to 10?”
NPS - Time Management. Business Ethics.
Divide your customers into 3 groups: promoters (9-10 points), neutrals (7-8 points) and critics (0-6 points).
To calculate NPS, subtract the percentage of detractors from the percentage of loyal customers.
Try to keep NPS above 60. Convert critics to neutrals, and neutrals to allies.
Reward your allies. They will bring new sales, partnerships and free advertising.