About Competitive NPS Survey Template
The Competitive NPS Survey is designed to help companies in various industries measure their customer loyalty and compare it to their competitors. Net Promoter Score (NPS) is a widely used metric that indicates the likelihood of customers recommending a company’s products or services to others. By conducting a competitive NPS survey, businesses can gain insights into their market position and identify areas for improvement.
Maximizing the Potential of the Competitive NPS Survey
To get the most out of this template, consider the following tips:
- Customize the survey to fit your industry: Tailor the questions and options to align with your specific industry and customer preferences.
- Analyze competitor NPS scores: Research and analyze the NPS scores of your competitors to benchmark your performance and identify areas where you can gain a competitive advantage.
- Follow up with detractors: Reach out to customers who gave low NPS scores to understand their concerns and work towards resolving their issues.
- Monitor changes over time: Conduct regular competitive NPS surveys to track changes in customer loyalty and identify trends.
Competitive NPS Survey Questions
The questions in this template are carefully designed to gather feedback on customer satisfaction, likelihood of recommendation, and specific aspects of the customer experience. The survey begins with general satisfaction and recommendation questions, followed by an opportunity for customers to provide more details on any issues they encountered. The survey then explores the effectiveness of customer support, the quality of service, website navigation, and the checkout process. Customers are also asked to rank features in order of importance. Finally, there is an option for customers to provide their contact information for further follow-up.