Measure Dashboard: Viewing & Features

NPS® stands for Net Promoter Score® which is a metric used in customer experience programs. NPS® measures the loyalty of customers to a company. NPS® scores are measured with a single-question survey and reported with a number from the range -100 to +100, a higher score is desirable.

Respondents give a rating between 0 (not at all likely) and 10 (extremely likely) and, depending on their response, customers fall into one of 3 categories to establish an NPS score:

• Promoters respond with a score of 9 or 10 and are typically loyal and enthusiastic customers.
• Passives respond with a score of 7 or 8. They are satisfied with your service but not happy enough to be considered promoters.
• Detractors respond with a score of 0 to 6. These are unhappy customers who are unlikely to buy from you again, and may even discourage others from buying from you.

In Oomiji, you can ask the NPS® question and follow it up with a Why? Open-ended question and append this information to the subscriber’s record. You can also create segmentation based both on the score and the response as well as the language in the open-ended response so you can address their concerns directly. For example, you can create a segment of all detractors who responded that they encountered problems with customer support as well as all detractors who responded that there were issues with shipping and address each group directly based on their specific feedback.

On the dashboard you can see your overall NPS® score, the number of scores and the overall trend over time, as well as detailed reports of score over time and by category breakdown.