What does NPS stand for?
An NPS®, or Net Promoter® Score, survey measures customer loyalty by asking a single question: How likely is it that you would recommend our company/product/service to a friend or colleague? Customers can score from 0 (not at all likely) to 10 (extremely likely).
Customers who respond between 9 and 10 are considered Promoters. These loyal customers are your brand advocates.
Scores 7 - 8 reveal Passive customers. They are satisfied with the product or service at this moment but can switch to the competitor at any time.
Respondents with a score of 0 to 6 relate to Detractors. They are highly unsatisfied and can screw up company reputation through negative word-of-mouth.
NPS also indicates growth potential and customer loyalty for a company or product.
How is NPS calculated?
NPS is calculated as the difference between the percentage of Promoters ( respondents giving 9 - 10 scores) and Detractors (respondents giving 0 - 6 scores). The NPS is not expressed as a percentage but as an absolute number lying between -100 and +100.
For instance, if you have 25% Promoters, 55% Passives and 20% Detractors, the NPS will be +5. A positive NPS (>0) is generally considered as good.
NOTE! NPS is not a percentage, don’t place a percent sign (%) behind it.
What’s the average NPS?
According to Reichheld the average American company scores less than +10 on the NPS, while the highest performing organizations are situated between +50 and +80. Average Net Promoter Score for eCommerce is about +45, according to Retently. NPS values vary considerably from sector to sector and from culture to culture.
Why is NPS important?
NPS indicates how healthy your relationship with customers are. When your company’s NPS is high or, at least, higher than the industry average you are on the right way, your customers are loyal and can promote your brand as evangelists. If you notice a decrease of NPS, it’s time to take action, find the reason and fix it immediately.
How to get started using Chirpy?
Install our Shopify app (simple 30 section setup)
- Login to your Shopify store
- Go to Apps
- Visit the Shopify App Store
- Search for Chirpy
- Install our app
- Automatically redirected to Shopify admin section/ Apps / Chirpy
- Automatically logged in Chirpy
Configure your Survey
- Shopify Store URL will be placed automatically
- Setup style options
- Create the question (ex. How likely are you to recommend BRAND/PRODUCT NAME?)
- Save changes
Gather NPS feedbacks
When will the NPS question appear?
Depending on customer’s behavior the system will choose the most appropriate time to ask.
On the success page, when the order completed.
In the order confirmation mail.
Can I ask why the customer has scored my BRAND/PRODUCT with such rate?
Yes, the customer will get the open question, after submitting the answer for the NPS question. The second question allows the customer to elaborate on their rating, free from any bias. It’s optional, so it won’t bother your customers if they don’t want to explain.
Customer can explain his score in the area beneath the question in the pop-up
Or in the email
Can I set up a survey frequency for a customer?
Don’t bother your customers with annoying surveys. Settings - Survey Settings - Throttling - Time period
How can I set up the second question, asking for an explanation of the score?
Currently Chirpy can ask only one question. But stay tuned, this feature will be implemented soon.
Is Chirpy optimized for desktop, tablet, and mobile?
Yes, Chirpy.ai works flawlessly everywhere, on any desktop, tablet or mobile screen.
Currently, Chirpy is integrated with Shopify.
Can the product name in the NPS question change automatically depending on the page where Chirpy pop-up appears?
Can I ask multiple questions? For instance, one to rate the product and another to score the service level?
No, just one NPS question
Can I remove the "Powered By Chirpy.ai" link?
Can I change fonts?
Can I apply custom colors?
Yes, you can apply custom color
Can I change button appearance?
Yes, you can change button style, choosing an appropriate option in Button Styling section.
What is the Audience? How do they differ and how can I manage them?
Typical NPS question is “How likely are to your recommend (brand / product name) to a friend or colleague (audience)?” So, in this case, the audience is a person or group of people for whom customer/client can recommend your brand or product.
Can I add a custom audience to the NPS question?
Yes, you can create custom audience in Settings - General - Customize appearance - Style Options - Audience - Custom - add Custom audience name - Save changes
Can I create my own question for a survey?
Yes, you can ask a custom question. Also, Chirpy allows using shortcodes: for brand/company name [brand] and [audience] for audience.
Can I make NPS survey for my employees via Chirpy?
Yes, you can make NPS survey for my employees as well as for customers.
Can I embed Chirpy survey question into an email?
Yes, you can copy the code that contains all your settings and past them in your notification email template.
- Settings - Account - User Email Notification - Copy
- Then go to your Shopify account:
- Settings - Notifications - Choose an appropriate template (ex. Order confirmation) - paste the code before