| name | nps-and-customer-feedback-loops |
| description | Use when measuring customer satisfaction. NPS = single-question survey predicting growth.
|
NPS and Customer Feedback Loops
NPS = 'How likely are you to recommend us, 0-10?' Promoters (9-10), Passives (7-8), Detractors (0-6). Track monthly.
NPS calculation
NPS = % Promoters - % Detractors
Example: 100 responses:
- 70 Promoters (9-10)
- 20 Passives (7-8)
- 10 Detractors (0-6)
NPS = 70% - 10% = +60
Benchmarks:
- 0-30: Average
- 31-50: Good
- 51-70: Great
- 71+: World-class
NPS survey best practices
- Single question + follow-up ('Why?')
- Sent post-key-moment (after purchase, after support resolution)
- Anonymous OR identified (vs survey type)
- Easy rating (0-10)
- Open-text follow-up for context
- Don't spam (1-2 per customer per year)
Acting on NPS data
- Promoters: ask for reviews, referrals
- Passives: identify gaps to become promoters
- Detractors: investigate, address concerns, prevent churn
- Quarterly trend: is NPS improving or declining?
- Segment NPS by channel, tier, etc.
Where this fits in the X3 empire
NPS implementation for CardPrepAI.