Pulseri What is a promoter? NPS promoters explained
A promoter is a person who answers 9 or 10 on the NPS question. They are very likely to recommend you.
A promoter is a person who answers 9 or 10 when you ask the NPS question, "How likely are you to recommend us to a friend or colleague?" These are your happiest people, the most likely to tell others about you.
How promoters count
Promoters raise your score. NPS is the share of promoters minus the share of detractors. With 60 percent promoters and 15 percent detractors, your NPS is 45. eNPS uses the same groups: there, a promoter is a team member very likely to recommend working for you.
What to do with promoters
Say thank you. Ask what they like most: the follow-up "What is the main reason for your score?" often shows what you do best. You can also ask for a review or a quote. Ask only after a high score, and make it easy to say no.
A promoter today is not always one tomorrow
Survey on a regular schedule to notice when a promoter becomes a passive or a detractor.
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Ask these questions at the right moment
Pulseri sends NPS, CSAT and CES surveys to customers and eNPS and ESAT surveys to your team, and alerts you when a score is low.
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