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    Measure Customer Loyalty with NPS

    NPS (Net Promoter Score) is a benchmarking technique to gauge customer loyalty and happiness. With BoldChat v7.9, you can now add NPS as an option for post-chat surveys and report on your findings with our new NPS web report.

    NPS is based on a single direct question:

    How likely is it you would recommend us to a friend or colleague?

    Respondents fall into three categories:

    • Promoters rate your company a 9 or 10. They will consistently recommend you when asked about it.
    • Passives rate your company a 7 or 8. They are considered to be fairly neutral and will not deter anyone from buying from you.
    • Detractors rate your company between 0 and 6. They will discourage others from buying from you.

    The score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, yielding a score between -100 and 100. The fewer the Detractors, the better your score is.

    To setup, go to Setup > Account Setup > Chats.  On the Post-Chat Form tab, click Show survey to visitor after they end the chat, then select Prompt for Net Promoter Score.

    NPS

    To upgrade to version 7.9 of BoldChat, go to Help > Check for Updates, this will open a browser window that tells you if it’s time to update. (Or simply go to our Downloads page and download the most current version.)

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