Net Promoter Score is the industry standard way to measure customer satisfaction. Brands use Net Promoter Score to easily gain insight into customer satisfaction and individual store performance — all by asking this one question:
“On a scale from 1-10, how likely are you to recommend this business to a friend?”
can be used to effectively measure the health of any business in real time.
For restaurants and retailers, Net Promoter Score is the most valuable way to collect actionable data on customer satisfaction. Unlike traditional feedback, NPS allows merchants to track customer satisfaction over time, granting them performance data across their entire brand, and all the way down to the individual store level.
When used methodically, NPS data provide a valuable tool to evaluate management, current processes, and overall customer experience.
NPS gives businesses two huge strategic advantages: They can (1) identify their most valuable customers and (2) track satisfaction over time.
According to a
Thanx data study of hundreds of thousands of customer NPS surveys,
Promoters outspend and outlast all other customers — by a lot. NPS ensures multi-location businesses can identify these customers so that they can market to them directly and ensure they never go anywhere else.
In addition to customer identification, NPS allows businesses to track customer satisfaction over time. This prevents businesses from relying on old information to make new decisions. According to
the same study
businesses can actually afford to have one “slip up,” as consumer spending does not change. But if a customer has multiple bad experiences? Even Promoters will visit a business 45% less often!
There are two sides to implementing NPS: the consumer and merchant experience. Thanx makes both effortless.
following a purchase, consumers receive a prompt on their phone to rate their experience. Because the NPS survey is timely and relevant, consumers
On average, Thanx NPS surveys see a 47% response rate — roughly 300% more than a traditional online survey.
In addition, Thanx is the first — and only — technology that automatically connects NPS to an (1) individual customer (2) who made a specific purchase (3) at a precise location. Merchants can thus track real-time customer satisfaction across locations, as well as how overall customer sentiment changes over time.
Here is just one example of the
unique Thanx NPS solution
From October through December, “Jessie” (name changed, but a 100% real customer) visited her favorite business 8 times per month — twice giving NPS Promoter ratings of 10.
Between January and February, Jessie visited 9 times per month
gave two NPS Detractor ratings ratings of 6.
In March, Jessie only visited 3 times — the likelihood of this being a random event is less than 1%!
The business thus used Thanx to contact Jessie, apologize for her bad experiences, and reward her with an incentive to come back.
Jessie returned just 1 week later.
By getting Jessie to come back, this business instantly got back $800 in lost revenue — from just one customer, in just six months.
To be clear,
there is no other marketing solution currently available that can produce the same result.
Thanx is the only technology that has (1) the elegant user experience to capture ongoing customer feedback and (2) the easy-to-use merchant campaigns to take action according to this information.
If you have additional questions about asking customers the ultimate question and tracking NPS score, a Thanx employee will be happy to help you. Please
with your inquiry and we’ll get right back to you.