NPS allows businesses to determine how loyal their customers are. This is crucial, as loyal customers are more likely to recommend the business to others (as well as to return to the business themselves). NPS is calculated on responses to the question “How likely are you to recommend our business to a friend or colleague?”, with responses scored on a scale of 0-10, with 10 being the best possible score.
A high NPS indicates that a business has a loyal customer base who will buy more, return to the company over and over, and refer the business to others. A low NPS score is a sign of problems, as unhappy customers are likely to deter others from giving a business a chance.
Resolver guides the businesses we work with towards the best possible outcome for both them and their consumers. By allowing businesses to isolate touchpoints per complaint type, Resolver makes it easy to identify exactly where loyal customers are slipping through the net. The aim is to deliver a cost-effective way of improving customer retention, and we do this by giving businesses granular insight into points of contention raised by their customers.