Net Promoter Score® Methodology
Zundle asks a few questions about the specifics of the customer’s experience with your company.
Then, we ask the ultimate question that is the foundation of the Net Promoter Score® methodology:
Calling versus Emails
We prefer calling your customers, because it simply works better than emailing surveys. If anything is unclear, we can ask for details.
Phone surveys provide a better sample, too. We usually reach a customer on the phone on every third call. When we talk to someone and ask if they would take our brief survey, 97% agree to take the survey.
Also, customers who respond to an email survey generally provide lower scores overall than customers who are called. Emails seem to attract the unhappy customers. You can focus on what to fix, but it’s difficult to see what you’re doing right.
Responses to email surveys are much, much lower—often as low as 0.5%.
Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.