The great majority of 4Service Group clients monitor NPS (Net Promoter Score) along with service standards measurement and consumer service subjective evaluation.

The great majority of 4Service Group clients monitor NPS (Net Promoter Score) along with service standards measurement and consumer service subjective evaluation.

What are the grounds for such an interest in NPS? What are the benefits of NPS growth for companies? The NPS service assessment technique allows all of a company's customers to be divided into 3 categories: neutral-minded consumers (passives), loyal (promoters), and critically-minded consumers (detractors). The loyalty index is the difference between the percentages of the promoters and the detractors.

Loyal customers are known to visit often and buy more. They recommend the company to their acquaintances and therefore increase the number of customers and improve personnel morale. Loyal clientele is a company’s main source of income.

However, it’s also profitable for a company to work with the two other categories of clients. For example, as the surveys show, service quality is the key reason that detractors decide to no longer use an outlet (52.60%). The price in this case is secondary. Only 20.23% of critical-minded consumers will not return to a company because of high prices. Thus, in the search for service improvement in their organizations, managers can increase the number of loyal customers and accordingly the company's profit.

The NPS technique helps service companies to not only rate customer loyalty to the company and products, but also to manage client willingness to make another purchase.

4Service Group automates the NPS calculation with the help of Shopmetrics software. All Mystery Shopper profiles are automatically divided into promoters and detractors. This helps to determine the extent to which compliance with certain service standards affects customer loyalty.

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