What is NPS? Thorough explanation of the carefully selected system and benefits

NPS is an important numerical value that visualizes how much customers have attachment and trust to companies and services.

However, there may be some people who do not know the meaning and system of NPS well.

Therefore, this time, we will explain in an easy-to-understand manner even for beginners, from the overview of NPS to 5 carefully selected NPS systems and the selection points of NPS systems .

What is NPS (Net Promoter Score)?

NPS stands for Net Promoter Score.

Until now, there has been no need to measure how much customers love and trust a company or service.

However, since it is now possible to easily post reviews on SNS, etc., an increasing number of consumers are spreading negative experiences on the Internet.

Therefore, an increasing number of companies are using the NPS index to understand the opinions of their customers, and to pursue and resolve the causes of their dissatisfaction .

The figure below is an image of NPS.

In this way, the question “How likely are you to spread this service/product to your friends/acquaintances/colleagues?” and a 10-point index are displayed, and you can see how much the customer wants to recommend the service or product to others. .

What is the NPS system?

This is a system that asks customers for their impressions and quantifies and converts them into data to determine how much they are attached to and trusted by companies and services .

Even if you say NPS system in a nutshell, there are questionnaire creation tools and consulting services, so it is important to choose a system that is suitable for your company.

Selection points for the NPS system

easy to operate

Simplicity of operation is an important point not only for the NPS system, but for any system.

If you introduce an NPS system that is complicated to operate, you will have to spend time learning how to operate it, so you may not be able to focus on your original work.

Some NPS systems have a free trial system, so it is a good idea to check the operation feeling before introducing it.

Security

Having complete security is also a point that you want to check when selecting an NPS system.

If you introduce an NPS system with poor security, there is a risk that a large amount of customer information will be leaked, which will deal a huge blow to your company.

Therefore, check the security posture of the NPS system in advance.

At that time, it is safe to have international standard certification such as ISO27001 (ISMS).

[Carefully selected] 5 NPS systems

Miltouk

“Mirtouk” is an NPS system that allows companies to communicate directly with consumers and collect meaningful opinions and ideas from users of various generations and attributes.
The strength is that it is easier to understand the true intentions of customers because you can enjoy communicating with consumers using stamps.

feature

• Utilizing the “Today’s Word” function, users’ requests and opinions about services that they feel in their daily lives can be used in product development and sales strategies.
• You can collect opinions and ideas from participants who want to hear about 〇〇, which can be used for product planning
  Create a talk room and conduct group interviews online when you want to have a long talk with the person who posted the opinion that interests you

price

Free plan: 0 JPY
*See the official website for other plans

NPX Pro

“NPX Pro” is a system that supports the improvement of NPS, developed based on the know-how of NICE Satmetrix, which holds the NPS trademark.
NPX Pro can do everything from questionnaires to analysis/reports and improvement actions, and the strength is that certified consultants support implementation and operation.

feature

• Realize a series of processes of questionnaire creation, distribution, response collection, and analysis on NPX Pro
• Visualize NPS® survey results from various perspectives and identify issues that should be prioritized for improvement
• Equipped with an alert function that detects negative customer voices and notifies them

price

Free trial available
*Contact us for post-trial pricing

CREATIVE SURVEY

“CREATIVE SURVEY” is an NPS ® system that allows you to easily and quickly create a high-quality design.
Because the system was born from a design company, its strength is the beautiful design that protects the brand.

feature

• Easy-to-operate design not only increases customer utilization, but also leads to high cost-effectiveness
• Can be combined with various tools to automate data collection and centralize information
• Since it has acquired external certification such as P mark and ISMS, it can be used under a thorough security system

price

Contact us for pricing details

Qualtrics

Qualtrics is the NPS system used by over 13,000 of the world’s best brands.
It combines the simplicity of drag-and-drop operation with automatic analysis functions, so you can easily measure NPS.

feature

• Simplicity of drag-and-drop operation
• Equipped with NPS automatic analysis function for easy analysis

price

Free trial available
*Contact us for post-trial pricing

Total Engagement Consulting

“Total Engagement Consulting” is NPS ® consulting that provides total support from the introduction, operation, and establishment of NPS.
Our strength is that we are not the end after introduction, but we support companies until they can run their own improvement cycle.

feature

• Over 100 NPS consulting results
• A system that supports companies until they can run their own improvement cycle, rather than the end after introduction

price

Contact us for pricing details

Benefits of NPS

easy to use

NPS is a one-question survey that saves time .

In addition, questionnaires can be easily carried out by sending DMs to customers who have used products and services or by posting them on your company’s website.

In addition , NPS is an index that is easy to understand even for non-experts because clear numerical values ​​appear as data.

Easy to understand the company’s evaluation in the same industry

NPS can diagnose the current situation of your company by comparing it with industry averages and competing products and services .

For example, if your NPS is 61 and the industry average is 70, you know you need to work harder to compete with your competitors.

On the other hand, if your score is 70 and all of your competitors are in the low 60s, you’ve got pretty good reviews from your customers.

Difference between NPS and customer satisfaction

Since NPS is easily confused with customer satisfaction, we will explain the difference between the two.

NPS and customer satisfaction are the same in that they evaluate how satisfied customers are with products and services, but customer satisfaction is the evaluation of products and services at the “current time”.

Even if the customer is evaluated as “satisfactory” at the time of evaluation, we cannot know whether they will recommend the product or service to their friends and acquaintances, so we can only grasp the “current” situation.

On the other hand, NPS asks questions about future behavior, such as “Is it possible to recommend this product or service to a friend?”, so it is possible to predict future profitability.

In fact, the ” Automotive Industry Research Report Part.1 “, which covers 12 automobile manufacturers/brands, shows that there is a very strong correlation between NPS and the average annual growth rate of domestic sales.

In other words , NPS is different in that it asks questions about the “future” and customer satisfaction questions about the “present” .

Let’s introduce the NPS system and understand the true intentions of customers!

This time, we introduced the carefully selected NPS system and explained the selection points.

NPS does not end with measuring numbers, it is important to analyze and improve products and services.

Make effective use of NPS to improve awareness of products and services and increase revenue!