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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.


    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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