Net Promoter Score (NPS)

Understand what your customers think of you, how you compare to others and measure improvement over time.

What is NPS?

Net Promoter Score (NPS) is a single number that measures the loyalty of your customers. NPS is used by many organisations, making it easy to compare your customer loyalty to either competitors or the average for your industry sector. To calculate it we invite your customers to an automated chat, where we ask a very simple question...
On a scale of 0-10, how likely is it that you would recommend our company/product/service to a friend or colleague?

Identifying Promoters 😄

Those who answer with a score of 9 or 10 are considered your promoters - those who actively evanglise you to friends and colleagues.

Identifying Detractors ☹️

Those who answer with a score 0 - 6 are considered your detractors - those who aren't likely to recommend you and might even tell others to avoid you.

Crunching the numbers 🧮

Once your survey responses are in, the numbers can be crunched and your NPS score calculated. Being a number, it’s easy to use it track customer loyalty over time, or between organisations.

The Humanise.AI NPS Bot

Our NPS bot works by emailing an invite to your customers. Included in the invite is a personalised link that, when pressed, launches our web-based chat system where the NPS interview process takes place with our AI system. We help you to understand how this compares to your industry average or to specific competitors, and what you might do about it (we also ask qualifying questions of your customers that help us to work out why your NPS score is what it is).
NPS is a registered trademark, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.