Beyond the NPS

“On a scale of 0-10, how likely would you be to recommend us to a friend or colleague?”

Whatever side of the question you’re on—the buyer receiving the message or the marketing team that’s hoping you’ll answer it—it’s one we’ve all seen dozens of times. And for good reason: A net promoter score is one of the best market research metrics possible. It has quite literally become the standard by which many companies gauge customer satisfaction and brand loyalty. With this one metric, you can determine if a user is a potential promoter (or detractor) of your product, service or company. (Learn more about the benefits of the NPS in our previous post here.) But if this is the only insight you’re getting into your customers’ wants and needs, you’re missing other actionable data that could be of value in helping your company reach its goals.