XM Knowledge Base
XM Solution Automated Project
Relationship NPS
Use Net Promoter Score to monitor and optimize the relationship between you and your customers.
Core Experience
Customer Experience
Created By
Qualtrics
COST
Included with License
Methodology
Net Promoter Score
Relational NPS uses feedback across the entire customer relationship to understand loyalty and overall satisfaction.
This type of feedback focuses on understanding how customers’ experiences with your brand are aggregated across key customer drivers to help you track and improve metrics including customer retention and customer lifetime value.
Relational NPS studies are particularly useful when:
- You want to measure the strength of the relationship your company has with customers
- You want to measure a customer’s overall satisfaction with your brand
- You want to better understand the key drivers of customer loyalty and retention
Outcomes Delivered
- Monitor customer relationship trends over time
- Identify key drivers of customer loyalty by matching NPS trends with other experience data
- Identify customer intent to refer your brand to friends and family
Category Tags
What You Get
Expert-built Surveys
An expert-built template preloaded NPS survey with the right questions to save time and get results faster.
- Ph.D. designed methodology
- Prebuilt logic and survey structure
- Automated workflow
Response Recommendations
A sample of recent customers will be the most valuable sample. You can use your own internal customer lists or we can supplement your sample with a panel of respondents through our Research on Demand services.
A sample of recent customers will be the most valuable sample. You can use your own internal customer lists or we can supplement your sample with a panel of respondents through our Research on Demand services.
We make it easy to get responses:
- Upload your own contacts
- Purchase respondents directly in Qualtrics
Prebuilt Reports
Pre-built reports to help you spend less time analyzing data, and more time delivering results.
- Instant analysis of your data
- Automatic categorization of detractors, passives and promoters
- Expert designed charts and graphs
- Exportable PDF for easy sharing
Additional NPS Resources
Solution Details
Required License: Research Core 3 or Customer Experience 1
Languages
English
Category Tags
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