Who are Detractors?
0 – 6Unhappy customers who are most likely to switch to your competition at the earliest opportunity.
NPS survey appNPS Survey App in Dubai
One-tap customer NPS surveys on iPad or Android tablets, perfect for shops, hotels, events and more. No more paper feedback forms: boost your Net Promoter Score with real-time customer intelligence.
- One-tap surveys
- iPad & Android
- Real-time insights
0–1011-point scale
-100 to 100NPS range
0%OFF NPS software
01
CSAT Surveys
Understand how satisfied customers are with your products and services.
Learn more 02NPS Survey
Gauge the loyalty of your customer relationships with Net Promoter Score.
You are here03Employee Survey
Survey your employees, analyse their feedback and get real-time insights to improve your business.
Learn moreNow or never · NPS Survey App @ 50% OFF
Turn your customers into Promoters for FREE
Get your free NPS software to measure loyalty in one tap, grow your promoters and win back detractors.
- One-tap NPS surveys
- Live NPS score
- Callback within 24H
Net Promoter Score®
A simple metric with powerful insights
Net Promoter Score® (NPS) is a measure of customer loyalty based on your customers' feedback. It looks simple, but it is a powerful metric that gives you instant awareness of:
- Customer loyalty & satisfaction
- Growth potential
- Quality of customer experience
- Brand sentiment
- Organisational performance
Used properly, NPS can greatly increase a company's revenue. It correlates closely with growth, and the data is easy to collect, interpret and share.
What your NPS tells you
Customer loyalty & satisfaction
Growth potential
Quality of customer experience
Brand sentiment
Organisational performance
The maths
HOW IS NPS CALCULATED?
NPS groups customers into Detractors, Passives or Promoters, depending on the rating they give on an 11-point scale from 0 to 10.
012345678910
DetractorsPassivesPromoters
Who are Passives?
7 – 8Satisfied but unenthusiastic customers who can be easily wooed by the competition.
Who are Promoters?
9 – 10Your most loyal customers. They come back, recommend you to their peers and publicly sing your brand's praises.
%PROMOTERS - %DETRACTORS
Passives are not counted, because they show no strong bias for or against your organisation and could easily sway either way. Subtract the percentage of Detractors from the percentage of Promoters, and you get a score between -100 and 100.
70%−15%=+55Example only
Implementation
KEY STEPS TO EFFECTIVE IMPLEMENTATION OF NPS:
Four steps to turn your score into real improvements.
- 1
Identify your customer 'contact' points
Understand each touchpoint and how it affects your customer's experience.
- 2
Develop your NPS system
Link your NPS survey questions to your company KPIs.
- 3
Understand the drivers of customer loyalty
Learn what drives your detractors, passives and promoters.
- 4
Create a closed loop system
Front-line staff, middle and senior management work together to grow promoters and win back detractors.
Two ways to measure
RELATIONAL & TRANSACTIONAL NPS IN DUBAI
What is Relational NPS?
Ask customers how they feel about your organisation overall. You get a high-level view of satisfaction and loyalty: a health check for your brand, and data to compare year-over-year improvement and industry NPS standards.
Brand healthYear over yearIndustry benchmark
What is Transactional NPS?
Same method, more detail. Ask after a specific interaction, such as a support call or an installation, to get direct feedback on that touchpoint and give each department a metric to rally around.
After support callsAfter installationPer touchpoint
How we think
OUR APPROACH
No complaints ≠ nothing to improve
If there are no complaints, it does not mean there is nothing left to improve.
Detailed feedback
Detailed feedback helps teams implement improvements more efficiently.
Involve the entire company
Every employee, in every department, should understand customer experience and help customers find solutions.
Turn negative feedback into opportunity
Celebrate praise, but the biggest growth comes from points of friction.
Free demo · Zapio Survey
NPS Survey Management System @ 50% OFF
Get your free demo and see live NPS dashboards for your business.
- Free demo
- Callback within 24H
- No hidden charges
Voice of the customer
Give your customers a VOICE
Listening to and understanding the voice of the customer is crucial to restoring consumer trust and building customer loyalty, engagement and advocacy.
Create customer experiences that drive loyalty and spend by understanding the key drivers of satisfaction at every touchpoint. Predict what your customers will do next and anticipate their future needs with predictive analytics.
Every touchpoint, one view
Store
Website
Support
Delivery
Illustrative scores.
Discover more
Find all Zapio Survey features on zapiosurvey.com
This page covers NPS surveys. Visit the Zapio Survey website for the complete feature list, integrations, plans and product updates.
NPS surveysCSAT surveysEmployee surveysTablet kiosksLive dashboardsRelational NPSTransactional NPSClosed loop alertsTouchpoint reportsPredictive analyticsMulti-branchSmiley ratings
Give your customers a VOICE. Get your free software or book a demo today.
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Listening to the voice of the customer builds loyalty, engagement and advocacy.
What is a Net Promoter Score?
NPS is a measure of customer loyalty based on your customers' feedback. Customers rate how likely they are to recommend you on a scale from 0 to 10.
How is NPS calculated?
Subtract the percentage of Detractors (scores 0–6) from the percentage of Promoters (scores 9–10). Passives (7–8) are not counted. The result is between -100 and 100.
What's the difference between relational and transactional NPS?
Relational NPS asks how customers feel about your organisation overall. Transactional NPS asks after a specific interaction, such as a support call or an installation.
Where can I collect NPS surveys?
On iPad or Android tablets in shops, hotels, events and more, with one-tap surveys that replace paper feedback forms.
Can I try the NPS survey app for free?
Yes. Get your free software, or book a free demo with our team.
Looking for a trusted NPS survey app in Dubai? You've found us!
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