The Net Promoter Score® is a valuable metric to track and observe customer feedback. Once deployed, it can provide valuable insights into how customers feel about your product or business and what changes and improvements they would like to see. Over time, this metric can become the valuable tool you didn't know you needed.

Collecting customer feedback is essential to building a profitable business. The background is explained quite simply. Because if you don't know what your customers think of your brand or products, you don't know when you're falling short of expectations and requirements. At the same time, you don't know why certain customers are happy with your company, nor who those customers are.

In recent years, the Net Promoter Score has proven to be a key metric for customer satisfaction. Tracking customer satisfaction trends using the Net Promoter Score is an important step in creating a customer success culture.

With the Net Promoter Score® you measure and analyze customer satisfaction in order to find out more about what people like or dislike about your product or company. Used correctly, NPS is the most valuable metric for measuring customer loyalty and satisfaction.

The customer survey via Net Promoter Score® has the advantage over other forms of survey in that you receive relevant customer feedback promptly when you need it most.

An NPS® survey is about much more than just the quantitative rating customers give your company. You can track your customer score, but it's the qualitative feedback that gives you the “why” behind it and puts the customer's voice in the foreground.

While many people consider Net Promoter Score® surveys to be a simple rating scale from 0 to 10, in reality NPS® has two sides - the quantitative (the rating) and the qualitative (the feedback) side. Just as an unanswered email is frustrating for the average user, there are few things that discourage a customer satisfaction professional more than an NPS survey that was only given a rating but no qualitative feedback.

An easy way to close the customer feedback loop is to ask open-ended questions and explain how you would like to respond to the valuable information your customers are sharing. This will confirm that you understand their weaknesses and continue to strive to make their business successful. You should also let your customers know that the changes they requested have been implemented and the issues have been resolved.