What is a key benefit of using the NPS question type?

The Net Promoter Score (NPS) question type is particularly valuable because it primarily focuses on measuring customer loyalty and retention likelihood. This is achieved through a simple question asking respondents how likely they are to recommend a company, product, or service to others, typically on a scale from 0 to 10. The responses categorize customers into Promoters, Passives, and Detractors, allowing organizations to gauge how many customers are likely to continue their relationship with the brand and promote it to others.

By measuring customer retention likelihood, businesses can gain insights into their customer base’s overall satisfaction and identify areas for improvement. This focus on retention is significant because retaining customers is often more cost-effective than acquiring new ones, and a higher NPS score can suggest a stronger brand loyalty, which can lead to increased sales and sustainable growth.