You can include a follow-up question in your NPS survey if you think it would help something like “Would you share why?” – but keep in mind that response rates decrease as the number of questions asked increases.
You can then calculate your Net Promoter Score by subtracting the percentage of detractor responses from the percentage of promoter responses.
Net Promoter Score = Percentage of Promoters – Percentage of Detractors
Net Promoter Score Example
A smart company distributes NPS surveys after resolving indonesia mobile database customer service cases. If after one month, we observe 50 promoters, 25 neutral scores, and 10 detractors, our overall NPS would be 47 5085 = 59%, 1085= 12%, 59% - 12% = 47.
8. Purchase interval
What to measure : Average time it takes for a customer to buy from you again.
"Customer Retention Metrics: Time Between Purchases"
Time between purchases measures how long it takes for the average customer to buy from you again. It's an important retention metric because it shows you how satisfied your customers are with your product or service and how willing they are to try competitors in your market.