NPS & customer satisfaction

About Net Promoter Score from LoyaltyLion

Research shows that unhappy customers tell more people about their brand experiences than happy ones. This can significantly impact revenue and reputation.

At LoyaltyLion we know that long term customer loyalty and satisfaction are intrinsically linked. Using this free app you will be able to monitor your store’s overall customer satisfaction score, and see how each individual customer rated their interaction with your business.

Key benefits

Discover which of your existing customers are unhappy and at risk of churning, and take the opportunity to show them that you care.

Monitor changes in NPS to better understand the success of individual marketing initiatives and changes to your store

Identify Promoters and incentivise them to act as advocates for your brand by referring others and leaving positive reviews

Use data from your Net Promoter Score as social proof within marketing and advertising campaigns

Short intro to the NPS and how it works

To calculate customer loyalty and satisfaction using NPS, customers are asked to state how likely they are to recommend a company or product to friends or family, using a number between 0 and 10.

Responses to this question are then grouped into:

• Promoters (customers who answer 9-10)

• Passives (customers who answer 7-8)

• Detractors (customers who answer 0-6)

Your overall NPS can be calculated by subtracting the % of your customers who are Detractors, from the % of your customers who are Promoters.

Why we built NPS from LoyaltyLion

We work with thousands of ecommerce stores and all of them need better tools to evaluate NPS in order to increase customer loyalty and satisfaction.

This app will help you understand how likely your customers are to recommend your company or product to a friend. It will help you to find your unhappy customers and turn them into advocates, before they share their experiences with others.

Leading brands trust LoyaltyLion with their loyalty programs

Thousands of ecommerce stores work with LoyaltyLion to increase revenue from their existing customers. Our clients include:

• Beauty: 100% Pure, Peach & Lily, dr. brandt and Fendrihan
• Apparel: theCHIVE, LIVELY and Hazel & Olive
• Nutrition: Vitabiotics
• Sport: Function18
• Luxury: feuille
• Food and drink: Perfect Cellar

Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

Net Promoter Score is built by LoyaltyLion - often also seen as Loyalty Lion ;)