Net promoter score or NPS is a very way of measuring customer experience which can predict business growth. NPS score is usually a customer survey which is meant to get feedback from customers, typically these feedbacks are scored from a scale of 0-10. To break this down further, the scoring is broken down into 3 main groups.
Detractors : 0-6: Scores of 0-6 typically is considered a customer who’s not happy.
Passive : 7-8: These are passive customers, they are satisfied but not really enthusiastic about the service.
Promoters 8-10: These are your loyal satisfied customers who will keep buying and referring to others.

Subtracting the detractors from the promoters is the way to measure net promoter score, which can be a score from low 0 to 100.

Why is NPS data so valuable? An NPS score is used as a key metric for Customer engagement management program (CEM). CEM is an important part of a companies growth strategy.

NPS using Salesforce

Salesforce CRM can be used very efficiently to deploy an NPS campaign which can gather the customer feedback and turn it into an actual score. There are some salesforce applications available in the App Exchange which are designed more for traditional NPS deployment, however, if your organization is a looking for a custom NPS system development, our Salesforce experts can consult and develop a custom NPS solution for your organization.