Net promoter score (NPS) is a widely used market research metric that typically takes the form of a single survey question asking respondents to rate (on a scale from 0 to 10) the likelihood that they would recommend a company, product, or a service to a friend or colleague.

Example:

This enables you to identify your promoters (providing a rating of 9 or 10), passives (providing a rating 7 or 8) and detractors (providing a rating of 6 or lower) amongst the respondents. The NPS score is based the subtraction of the proportion of detractors from the proportion of promoters.

Why use NPS?

NPS is typically regarded and used as a number that indicates customer loyalty. Employee net promoter score (eNPS) can help you measure how your employees are in regards to your organisation.

So regardless if you are using the Ambassify platform for employee advocacy or customer advocacy, doing a regular NPS survey can help you measure the loyalty of your audience.

How does it work in Ambassify?

In Ambassify you have a campaign type at your disposal to set up NPS surveys real quick. Just go to Campaigns > Create campaign, search for "NPS" or find it in the Custom Experience tab.

You can choose to publish the NPS campaign in the community or/and on a landing page. If you want to spread the survey to an audience that is wider than your ambassador community, you can do this by adding it on a landing page and sharing the url.

In the content editor, you can personalize the default NPS-question and you have the option to ask respondents for details (First name, Last name, Email address) and a reason. If you would choose to enable these two options, the questions will show in the campaign after somebody has filled in a NPS rating.

Find out your NPS results

Once your campaign is finished and you've gathered your customers' or employees' responses, you can discover your NPS score in the Ambassify backend. To do this, you go to Campaigns and open the related NPS campaign. In the left menu, you can find out the actual NPS score, the number of promoters and the number of detractors in the Overview tab. Do you want to see all the individual votes? Then simply click on the Votes tab.

Did this answer your question?