Net Promoter Score (NPS) uses a standard survey format that asks customers to rate their experience with your shop by responding to the following question:
- How likely are you to recommend this shop to a friend or colleague?
There is then an option for the customer to provide a more detailed explanation of their score.
This survey method has become an industry standard and is widely recognized as one of the best ways to collect consistent and strong customer feedback.
Collect Your NPS Score and Customer Comments
Your total Net Promoter Score will be calculated and displayed on your Plug in NPS dashboard.
You can also easily view color-coded ratings and comments from individual customers. You can link from customer comments on Plug in NPS to your customer’s profile inside your Shopify admin.
How NPS is Calculated:
Customers who provide a rating of 9-10 are ‘promoters’
Customers who provide a rating of 7-8 are ‘passives’
Customers who provide a rating of 6 or less are ‘detractors’
Net Promoter Score = percentage of promoters - percentage of detractors
Make Informed Business Decisions
Since NPS is a standardized method you can compare your NPS score with external benchmarks in your industry. This allows you to see how your shop is performing relative to your competition.
Customer comments can give you valuable insights into what your shop is doing well and what could be improved. Proactively listening to and reacting to customer feedback can help you improve sales and build brand loyalty.
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