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January 12, 2013

Online Tool to Track Your Customer Loyalty [INFOGRAPHIC]






How the Net Promoter Score Helps You Benchmark Customer Loyalty [INFOGRAPHIC]: A Harvard Business Review study found that 48% of customers who had negative experiences with a company told 10 or more people. Eek! Talk about some bad word of mouth! Not exactly something you want in a business, is it? So if you don't have a clue about how satisfied your customers are with your products or services, you might want to consider putting a system in place to figure out just that.

. The Net Promoter Score, or NPS, is a customer satisfaction metric that measures, on a scale of 1-10, the degree to which people would recommend your company to others. To calculate NPS, you subtract the percentage of "detractors" (customers who wouldn't recommend you) from the percentage of "promoters" (customers who would recommend you). Obviously, the fewer detractors, the better.