Survey via SMS is the fastest method

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average rating in the B2B market is 39-76%;
For B2C, the average current situation assessment can be in the range of 16-80%.
Therefore, the satisfaction level of 33% from our example will be interpreted as a fairly good result if this is a calculation for a cafe or restaurant business, and low if this is, for example, consulting.

Competition also affects the loyalty index. In conditions of high competition, people tend to be more demanding of products and services.

Therefore, when asking the question of what NPS is considered good, it is worth comparing the indicator with your previous data. It is also correct to analyze the results in comparison with other companies in your industry.

How does the company conduct a customer survey process?
Let's look at the stages a company goes through to calculate and evaluate audience loyalty.

1. Create a short questionnaire of 3-5 questions. They can concern the general assessment of the brand or a specific product.

2. Send out the questionnaire. There are various tools you can use to conduct surveys and collect data:

Email newsletters — email is one of the simplest and most popular tools. You can send a link to a survey in a letter some time after paying for a subscription or purchasing a product;
Push notification on a website or application - typical for online stores or services;
Social networks are an effective way for online surveys; in social networks, users are india phone number list more inclined to communicate and express their opinions;
Telephone surveys - can be conducted using a robot.
Service points — you can conduct a survey to calculate NPS directly at the points of interaction with customers. This will be relevant, for example, for banks or the restaurant business.
3. Collect data. You need to count the number of participants and segment the audience.

4. Calculate NPS and analyze the results. You need to evaluate the index and determine what you consider a good indicator.

5. For further in-depth analysis, pay attention to the answers that speak about the attitude of customers. They will help to increase loyalty and correct mistakes.

How to Increase Customer Loyalty and Increase Performance
For users who take the survey, their conclusions and assessment are based on their impressions of their contact with your brand. Customers will recommend you if they are satisfied with the quality of the product, communication with the manager, the interface of the site, application, or how the delivery service or technical support works. Therefore, it is necessary to constantly work on customer service.