Every company strives to earn consumer trust, creating a comfortable environment for repeat purchases and brand recommendations. Customer loyalty is one of the key indicators of business success. To accurately measure trust and commitment, Zerkalo Analytics Group offers Net Promoter Score (NPS) analysis to assess customer loyalty.
What is NPS?
NPS is a specialized survey that helps gauge customer opinions about your company, brand, or product. It reveals whether customers intend to continue using your products and services, if they will recommend you to others or criticize your brand, and how satisfied they are with their interactions.
✔ The likelihood that your customers will recommend your company to others.
✔ The percentage of critics (dissatisfied customers) vs. promoters (loyal customers willing to recommend your product).
✔ The share of neutral customers who have no strong opinion about your brand.
Regular NPS tracking allows you to monitor changes in these groups over time, providing a real measure of your brand’s popularity in your target market.
This marketing tool helps you identify strengths and weaknesses in your product, as well as the reasons behind customer dissatisfaction or satisfaction. With these insights, you can quickly address issues and enhance your competitive advantages.
NPS methodology becomes even more effective with regular use, especially when combined with competitive analysis.
✔ Surveys are conducted among customers from your contact database or at service locations.
✔ Respondent selection is customized based on an agreed methodology to ensure data accuracy.
✔ Zerkalo Analytics Group experts professionally collect customer feedback on your products and services.
✔ We identify key metrics for the three primary groups (critics, neutrals, and promoters).
✔ Actionable recommendations are provided to help improve customer loyalty.
The final result is practical analytics that helps strengthen customer trust and position your company as a market leader.
