Le Net Promoter Score proprement dit est ensuite calculé ainsi : NPS = % de Promoteurs - % de Détracteurs Un NPS considéré comme bon, doit évidemment être positif. Les scores de NPS étant influencés par le domaine d'activité, ils doivent être pris avec recul et comparés aux moyennes d'un secteur d'activité Découvrez votre Net Promoter Score®. Calculez votre NPS® en quelques minutes à l'aide de notre modèle de sondage personnalisable et obtenez le feedback dont vous avez besoin Le Net Promoter Score SM (NPS ®) s'agit d'un outil simple mais puissant pour mesurer la satisfaction client avec une seule question, pour ainsi obtenir une indication du potentiel de croissance de votre entreprise ou de votre produit.Jetons un coup d'œil au concept NPS Net Promoter Score (NPS) is a customer loyalty and satisfaction measurement taken from asking customers how likely they are to recommend your product or service to others on a scale of 0-10—but there's a lot more to the story than that. This guide covers what you need to know about NPS, including chapters on the Net Promoter System, what questions to ask as part of your NPS survey, how to.
Le site NPS Benchmarks, qui recense les NPS de milliers d'entreprises, met en évidence la variation du Net Promoter Score moyen d'un secteur d'activité à l'autre : Si le secteur de la santé arbore fièrement un NPS de 75, les télécommunications, les médias ou encore les loisirs ne peuvent pas en dire autant, avec des notes tournant autour des 30-40 Many businesses use Net Promoter Score as a solution to gauge customer loyalty and satisfaction. However, this data is only useful if and when you act on it. Beyond learning your NPS score, you must understand what exactly is driving the score. Also, don't just focus on fixing the detractors. Engage in uplifting discussions with promoters as.
NPS Prism®, Net Promoter®, Net Promoter Score®, Net Promoter® and NPS® are registered trademarks and service marks of Bain & Company Inc., Fred Reichheld and Satmetrix Systems, Inc Aujourd'hui, nous allons parler du NPS, c'est à dire le Net Promoter Score (voir marque déposée par NetPromoterSystem.com). C'est un outil très simple permettant de mesurer la fidélité, le pouvoir de recommandation et la qualité de vos produits et services
NPS / Net Promoter Score. Je souhaite une démo. Qu'est-ce que le NPS ? Le NPS est l'indice qui vous permet d'évaluer le niveau de recommandation. de clients. Plus votre score NPS est élev é, plus votre clientèle sera un véritable vecteur de croissance pour vous et plus la mise en place d'un programme de parrainage client sera bénéfique pour votre activité. Consultez notre. The Net Promoter Score® (NPS) metric is the perfect way to determine which customers are your brand advocates (NPS Promoters), How to Follow Up With NPS® Detractors, Promoters, and Passives How to engage with Net Promoter Score (NPS) detractors, promoters and passive in a way that it will boost customer satisfaction How to improve your Net Promoter Score: Having a low NPS score can be discouraging for the business. You can increase the NPS score by making a series of consistent efforts. Here's what you can do to improve net promoter score. Talk to your Detractors. Ask your Detractors where you went wrong and promise to serve them better. A phone call would be the best way to re-engage with them. Calculate your NPS® (Net Promoter Score) Calculating your NPS score is as simple as tallying up your responses and subtracting the percentage of detractors from the percentage of promoters. The score is a whole number that ranges from -100 to 100, and indicates customer happiness with your brand experience
O Net Promoter Score, ou NPS ®, é uma metodologia criada por Fred Reichheld nos EUA, com o objetivo de realizar a mensuração do Grau de Lealdade dos Consumidores de qualquer tipo de empresa. Sua ampla utilização se deve a simplicidade, flexibilidade e confiabilidade da metodologia. O NPS, como é geralmente chamado, foi apresentado em um artigo da Harvard Business Review em 2003 (Revista. The NPS score can be anywhere between -100 and +100. Let's say you sent the Net Promoter Score surveys to 100 customers and the results are like this. 35% are Distractors and 60% are Promoters, then your NPS score would be (60%-35%= 25) If your Promoters are 35% and Detractors are 60%, then your NPS score would be -25
NPS stands for Net Promoter Score (or Net Promoter System) which is a proven way of measuring customer loyalty. (It's also called eNPS when used for employee engagement.) NPS measures the loyalty of customers to a company or product. The score is reported on a scale of -100 to +100 (with a higher score showing more loyal customers) Net Promoter Score (NPS) refers to the metric developed by management consultant Fred Reichheld in the year 2003 with the objective to measure customer loyalty NPS® stands for Net Promoter Score®. It is an index that ranges from -100 to 100 which indicates how willing customers would be to recommend your business to others. It is considered as an approximate measure of a business's ability to win and retain customer loyalty. How is NPS® defined Net promoter score or NPS, is a tool used by organisations like Macquarie Telecom Group to understand the loyalty of the customer. It's different to the typical customer satisfaction research which in old-school terms was quite long and tedious for both the customer to fill out and the company to action Net Promoter Score (NPS) : l'indicateur de performance clé de la fidélisation client
The maximum score is 100 if every single customer is a promoter. Note that NPS can actually be negative if you have more detractors than promoters, which happens fairly often for large businesses. In this 2015 video, Rob Markey, a Partner in Bain & Company's New York office, describes the Net Promoter Score and the Net Promoter System . A high NPS score should be an organization-wide objective, not just a metric the product or customer success team tracks. If your NPS is lower than you'd like, raising that score should become a strategic priority for your business. To make it a strategic priority, you will want to open communication channels across your organization and set specific. Definición: NPS (Net Promoter Score) NPS (Net Promoter Score) es un instrumento que permite estudiar la experiencia del cliente y medir su grado de satisfacción con un valor cuantificable. A continuación, puedes descubrir cómo realizar una encuesta de satisfacción del cliente según Reichheld y qué fórmula se usa para calcular el NPS
Net Promoter Score (NPS) is a commonly used measure of customer satisfaction. The survey consists of one question: How likely are you to recommend [PRODUCT] to a friend or colleague? We also recommend asking an optional follow-up question to find out the reasons behind the scores. Scores of 0-6 are detractors, 7 or 8 are passives, and 9 or 10 are promoters. The NPS score is calculated by. The Net Promoter hub where CX pros can get and share the latest NPS and CX-related content, resources, best practices and learn from thought leadership. Why Net Promoter . What Is Net Promoter? NPS Predicts Growth; Comparing Your Score; Benchmarks; Academy; Resources. Essential Knowledge; Software/Tools; Select Page. EBOOK Real-Time NPS. How Waveless Surveys Future-Proof Your Customer. Le Net Promoter Score SM (NPS ®) est un indicateur simple mais puissant pour mesurer la satisfaction client avec une seule question. L'outil d'enquêtes CheckMarket vous permet de créer une enquête Net Promoter Score en quelques clics. Vous pouvez suivre votre score et la répartition des résultats en temps réel
Net Promoter Score Calculation | Free Online NPS® Calculator. NPS Calculator. NPS CSAT Sample Size My Scores ; Help ; Language. English; Español; Dansk; Deutsch; Nederlands; Norsk; Suomalainen; Svenska; Türk; العربية; How likely is it you would recommend our company to a friend or colleague?. Net Promoter Score (NPS) is a customer loyalty score, ranging from -100 to 100, calculated by asking customers one question: On a scale from 0 to 10, how likely are you to recommend this product/company to a friend or colleague?. As a business metric, NPS helps companies of all sizes organize around a mission-critical goal—increase their score by earning more enthusiastic customers. Net Promoter Score®, or NPS®, measures customer experience and predicts business growth. This proven metric transformed the business world and that's why it's a core measurement of customer experience in GatherUp. The power of one question to help you understand if your current customers will be fueling your acquisition of your next customers. Let's take a look at Net Promoter Score. Hvad er Net Promoter Score? Net Promoter Score (NPS®) er verdens mest benyttede metode til måling af kundeloyalitet. Metoden kaldes også det ultimative spørgsmål fordi du kun stiller dine kunder et spørgsmål; Hvor sandsynligt er det, at du vil anbefale os til en ven eller kollega? Men NPS kan mere end blot måle kundernes loyalitet
O NPS é uma sigla para o termo em inglês Net Promoter Score, que trata de um indicador da capacidade de promoção em rede (ou orgânica) da marca avaliada. A metodologia foi criada por Fred Reichheld para que fosse possível medir com eficiência a lealdade dos clientes em relação a uma agência ou marca, assim como seu nível de satisfação. A divulgação do método aconteceu em. What is Net Promoter Score? NPS is a customer loyalty metric that measures customers' willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues. It is a powerful and effective technique, which can greatly increase a company's revenue if used properly. The main advantages of NPS are close correlation with a company's.
LIVRE BLANC : tout savoir sur le Net Promoter Score 28 pages - Gratuit ! Le NPS a été théorisé par Fred Reichheld et Bain & Company en 2003. Les résultats de l'étude démontrent qu'il existe une corrélation entre le NPS et la croissance d'une entreprise. Pour tout apprendre du NPS, veuillez remplir le formulaire ci-dessous et téléchargez notre Livre Blanc exclusif ! Pour. Customer.guru is an easy-to-setup tool for tracking customer satisfaction using Net Promoter Score. Connect with your customers, in a matter of minutes. Sign up for free and see what your customers think, today. Home; Features; Pricing; What is NPS? Shopify Plus; Sign in; Sign up for free; Home; Features; Pricing; What is NPS? Shopify Plus; Sign in; Sign up for free; Net Promoter Score NPS. Net promoter of net promoter score (NPS) is een managementtool die gebruikt kan worden om de klantloyaliteit te meten. Het is een alternatieve manier om klanttevredenheid te meten. Er wordt beweerd dat het correleert met omzetgroei Sample Net Promoter Score Calculation Let's imagine a scenario where a company surveys 200 of its customers with the standard NPS question. Remember that the purpose of NPS to find out about general customer sentiment, so this question shouldn't be targeted towards a particular product Le net promoter score s'obtient en retirant aux pourcentages des promoteurs, celui des détracteurs. Exemple NPS = 22% de promoteurs - 10% de détracteurs : 12 (il s'exprime en valeur absolue). Comme toute mesure, cet indicateur présente tout de même des limites : pertinence d'une échelle de 1 à 10, liens avec la fidélité des clients, comparaisons difficile entre pays, etc. A lire sur.
Net Promoter Score (or Net Promoter System) is a proven methodology for measuring customer loyalty through first-hand feedback. NPS is a popular customer experience metric because it is simple, effective, and correlated to revenue growth Sont appelés promoteurs les clients ayant répondu 9 ou 10, passifs les 7 ou 8, et détracteurs les 0-6. Le Net Promoteur Score se formule ainsi :NPS = Pourcentage de promoteurs MOINS pourcentage de détracteurs. Evaluation et avantage du NPS Vous l'avez compris, la note est rude, car les clients sont vite considérés comme des détracteurs Net Promoter Score (NPS) is a metric used to gain a better understanding of a company's customers, their satisfaction, and loyalty. It uses a simple question to assess customer loyalty: How likely are you to recommend our company to a friend or colleague? There are plenty of advantages that come with using NPS. It can help companies predict business growth, reduce customer churn, save time.
This is where net promoter score, or NPS, comes in. What is NPS? NPS is a customer satisfaction benchmark that can be obtained through a one-question survey. The purpose of NPS is to gauge customer loyalty to a brand, and how likely they are to recommend your product to a peer. A follow-up question, such as What do you enjoy most about our product? can be effective, but isn't required. Le Net Promoter Score (NPS) est un outil de mesure très efficace pour estimer la satisfaction client. Il se base sur une question unique : « recommanderiez-vous notre marque à votre entourage ? ». Les réponses obtenues permettent ainsi de juger de la notoriété de la marque, de la fidélisation, et de l'efficacité des dispositions mises en place par les équipes marketing pour. The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.. Consider an example: If Investec.co.za sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.. On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how. Vain yksi kysymys riittää määrittämään Net Promoter Score -lukusi, ja se on helppo laskea. Net Promoter Score -lomakkeellamme voit muutamassa minuutissa laatia ja lähettää kyselytutkimuksen. Mitattava. Johto näkee yhdellä yksinkertaisella mittarilla, kuinka hyvin yrityksesi suoriutuu. NPS käyttää yhtenäistä terminologiaa, jota. . Based on the global NPS standards, any score above 0 would be considered good (50 and above being excellent while 70 and above is considered world class). Simply put, any positive score means that you have more promoters (advocates willing to recommend you) than detractors (unhappy customers and potential negative word-of-mouth). The more word-of.
Net Promoter, NPS, et les émoticônes associés sont des marques enregistrées. Net Promoter Score et le Net Promoter Système sont des marques de Bain et Company, Inc., Stametrix Systems, INC. and Fred Reichheld. Nous payons une licence pour la réutilisation de ces marques Net Promoter Score : résumé détaillé . Le système autour du Net Promoter Score a été développé par Fred Reichheld, auteur et stratège économique chez Bain & Company et chez Satmetrix Systems.Avec l'aide du NPS, les entreprises peuvent facilement recevoir un retour d'information et des données sur la satisfaction des clients et en tirer d'autres indicateurs pour leur travail So, what is Net Promoter Score, what does NPS stand for and what is a good NPS score? NPS is short for Net Promoter Score. It is a concept and a way to measure customer loyalty that has grown and becomes very popular since it was invented. It was the American author Fred Reichheld that created the concept, which he presented in his book The Ultimate Question. Fred had been researching how one. What Is Net Promoter Score? Net Promoter Score (NPS) is a straightforward metric that measures your brand's customer satisfaction. NPS ranges from -100 to 100, and is calculated using customer feedback to a straightforward question: A positive score indicates good levels of customer satisfaction, while a negative score is a red flag that something needs to be changed or addressed. NPS is a.
NPS Net Promoter Score. Pour calculer le NPS, nous allons comparer les promoteurs et les détracteurs comme ceci : Net Promoter Score = % promoteurs - % détracteurs. Le résultat sera affiché de -100 à 100 et non en pourcentage. Suivi de l'évolution d'un produit en agile ? Sur les projets agiles, n'hésitez pas à mettre en place un petit board en sortie de salle sur lequel vous. . Essentially, the Net Promoter Score is designed to measure the loyalty of customers to a specific brand. Just like most scores, the higher the number, the better. History of Net. Learn about the Net Promoter Score (NPS) and its importance to your brand's success Free Net Promoter Score Calculator Easily determine your business's NPS and other key metrics for customer support, service, and success with this free calculator template
NPS lacks in actionable data in terms of coverage and accuracy, so it can be difficult for customer success teams to make strategic plans based on the data. In fact, 85% of customers are not represented by Net Promoter Score. NPS scores are subjective. Some customers might consider a score of 8 to be honorable, whereas the NPS might not. NPS (Net Promoter Score) = % Promoters - % Detractors. How can NPS Data help your Business? The Net Promoter Score is an effective way to run a business. At the same time, many business leaders. Net Promoter Score (NPS) measures customer loyalty. Which one to use depends on what your goal is. Today, we are going to discuss the NPS system and how it helps businesses not only promote customer loyalty, but also grow. What is NPS and what does it measure? NPS is a system to measure customer satisfaction, mainly focusing on evaluating customers' loyalty. It evaluates whether or not a.
The Net Promoter Score® (NPS®) is a single, easy-to-understand metric that predicts overall company growth and customer lifetime value. These powerful tools can help you earn the passionate loyalty of your customers while inspiring the energy, enthusiasm and creativity of your employees. The result: profitable, sustainable organic growth. Combined with our Simple & Digital customer. Net Promoter Score 설문조사로부터 결과를 얻은 후, 분석 섹션으로 이동하면 전체적인 Net Promoter Score를 보여주는 게이지가 표시됩니다. 또한 추천한 응답자와 추천하지 않은 응답자들 중에서 비추천 고객, 중립 고객, 추천 고객 수(및 비율)가 기록되어 있는 데이터 표를 통해 NPS가 어떻게 계산되었는지에.
The Net Promoter Score is one of the most popular smile-sheet questions in use. Unfortunately, it is fatally flawed for learning. I've written about NPS's problems before. Essentially, NPS was designed for marketing purposes to get people's feelings about the products they were using. NPS was NOT designed for learning. Also, the wording and choices [ . To help you, we look at three Net Promoter Score questions to ask in your next survey. #1: The Standard Net Promoter Score Question. In your initial Net Promoter Score survey, you don't want to ask numerous questions. Keep it very short and to the point with the formulaic question customers are. The Net Promoter Score (NPS) is a simple metric that can spark serious growth. Here's how and why it's become a trusted measure of customer loyalty. Articles. Chris Boeckelman. October 11, 2016. Back to Resources. Interested in using online surveys to drive business growth? Meet the Net Promoter Score® (NPS®). Introduced in 2003, this simple survey question gauges overall customer. Master techniques to win with the industry's official Net Promoter certification by Richard Owen. Skip to content. PRODUCTS . NPS Certification; NPS Training for All Employees; NPS Executive Workshops; OUR STORY; LOGIN; LET'S TALK; Homepage adminnp 2019-08-19T15:54:51+00:00. Get NPS Certified and Get Ahead. The industry's leading credential paired with the tools you need to achieve market. Net Promoter Score (NPS) is the most used metric for measuring customer loyalty and satisfaction. It is a measure of how likely your customers are to refer your business and can be a strong predictor of customer satisfaction and future business growth. In simpler terms, NPS shows how likely your current customers are to recommend your business to friends and colleagues. NPS is measured using a.
The Net Promoter Score (NPS for short) is a common indicator for measuring customer loyalty to a brand or service. For the measurement, the NPS system asks customers to give a score from 0 to 10 and the decisive reasons for this. More and more companies record their Net Promoter Score with NPS platforms such as zenloop and contribute to existing benchmark lists that allow a direct comparison. . This survey will help you gauge if your customers are willing to promote you to their family and friends with some basic questions regarding their satisfaction towards the product or service. Try template Optimized for all devices Use Template. Try Template Use Template. Use Template. Net Promoter Score. The 'Net Promoter Score', or 'NPS', is an indicator to. De Net Promoter Score (afgekort NPS) is een betrouwbare methode voor het meten van de klanttevredenheid. Met de Net Promoter Score beschikt u over een instrument om uw Customer Experience Management (CEM) programma aan te sturen en bedrijfsgroei te voorspellen. Klanttevredenheid. Met de NPS meet u de klanttevredenheid door middel van een bewezen vraagstelling, welke gezorgd heeft voor een. What Is NPS? The Net Promoter Score is an index that essentially measures customer loyalty to a product, service, or company. Typically, this number is obtained through a survey that is sent to customers after interaction with a brand. The NPS is easy to gauge, since it is based off of a single question
When it comes to measuring Customer Experience, there is nothing quite as relevant as your organization's NPS® or Net Promoter Score®. Your Net Promoter Score® is a score on a scale of 1 to 10 that your customers choose to indicate how likely they are to recommend your product or service to others. Promoters (score 9-10) are loyal Customers who will keep buying and refer others, thus. Net Promoter Score®, or NPS®, measures customer experience and predicts business growth. This proven metric, co-developed by Satmetrix and based on years of research, transformed the business world. Today, it provides the core measurement for leading customer experience management programs. A Metric for the Customer Journey . You won't get far in your efforts to improve the customer. Net Promoter Score: la definizione. Se sei giunto qui è perché avrai sentito parlare del Net Promoter Score (NPS) e vorrai sapere che cos'è e come calcolarlo.Partiamo dal primo quesito: il Net Promoter Score è un indice per valutare la fidelizzazione dei clienti e la loro capacità di promuovere un brand, sviluppato nel 2003 da Fred Reichheld, Bain & Company e Satmetrix Net Promoter Score Template. The Net Promoter Score Template begins with the NPS question and features built-in logic that directs your customers to an open-ended follow-up question based on their rating. The last page of the template includes a series of demographic questions, giving you further insight into who comprises your customer base Le Net Promoter Score (NPS) est déterminé en soustrayant le pourcentage de clients détracteurs au pourcentage de clients promoteurs. On obtient alors un résultat compris entre -100 et 100 appelé le Net Promoter Score. Si, au moment de l'enquête, tous les clients interrogés ont donné un score inférieur ou égal à 6, le NPS serait.
By measuring your Net Promoter Score, you can quantify your customer loyalty. Loyalty is not a tangible number like sales or profit, but NPS makes this easier to gauge Free Net Promoter Score Calculator - Calculate your NPS® using a simple NPS Calculator online. Calculate your NPS by simply tallying your responses and subtracting the percentage of detractors from the percentage of promoters. NPS ranges from 100 to -100 and determines the loyalty of your customers towards your brand
Why NPS Is Important? Doing Net Promoter Score survey is important because it gives you insight into your customer loyalty. A higher NPS means that your customers are very satisfied with the experience they have with your brand and are likely to recommend it to others. While there's no way to accurately measure word of mouth advertising, NPS does let you know if word of mouth about you is. Using NPS to Categorize Customer Loyalty. NPS was developed by Fred Reichheld, Bain & Company, and Satmetrix Systems as a means of measuring customer loyalty. To be exact, the net promoter score measures the loyalty that exists between provider and customer. Reichheld et al. studied which questions were the most accurate predictors of customer. Net Promoter Score Calculation: The NPS score for a period of time (typically a month) is calculated by subtracting the percentage of detractors from the percentage of promoters. (The passives do not count in the scoring.) NPS Scale: The score is displayed as a number (not as a percentage) within the range of -100 to +100. Different industries. Understanding Net Promoter Score was among the first posts we published about NPS. It has become one of the most-read articles on this blog. After a year and a dozen of articles about NPS, we.
Net Promoter Score - NPS® è un indicatore che misura la proporzione di promotori di un prodotto, marca o servizio, rispetto ai detrattori. Il numero può andare da -100 (tutti sono detrattori) a +100 (tutti sono promotori). Il NPS si basa su un'unica domanda da sottoporre a chi ha utilizzato il servizio More simply, the Net Promoter Score (NPS) can be defined as the result achieved when you survey your customers with the would you recommend question. It follows a simple formula to subtract the percentage of Detractors, i.e. 0 - 6, from the percentage of Promoters, i.e. 9 - 10. Leaving the neutral ones aside, the subtracted sum gives you the NPS. What is Customer Satisfaction Survey. 3 Reasons why you should be using the Net Promoter Score - NPS survey. 1. NPS surveys help measure customer loyalty. Customer loyalty is changing and according to research company Access Development - 79% of customers would take their business to a competitor if they received poor customer service. Thus, it is important to see what customers are thinking. There are many KPIs that can be.
Net Promoter Score (NPS) is a KPI used to assess overall customer satisfaction and how likely customers are to recommend a company to a peer or colleague. The score is derived from the response to a single question: How likely is it that you would recommend our offering (product, service or company) to a friend or colleague? This is scored on a scale of 0 (not at all likely) to 10. Calculating Net Promoter Score. The total NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. Net Promoter Score ranges from -100 (very bad) to +100 (very good). Improve your NPS to grow. NPS surveys provide a company-wide feedback useful across many departments. Customer Support . NPS data enable proactive customer support. Reach out to detractors. De Net Promoter Score SM (NPS ®) is een eenvoudig maar krachtig instrument om met één enkele vraag klantentevredenheid te meten, en bijgevolg een indicatie te krijgen van het groeipotentieel van je bedrijf of product.Laten we de NPS onder de loep nemen Generally, if your net promoter score (NPS) is below 0, that is an indicator that your company needs to start understanding and improving your customer satisfaction levels. If your NPS is above 50, you are doing great! Your company places customer satisfaction high in priority and has a lot more satisfied customers than dissatisfied ones. An NPS rating of 70 or more places you in the list of. Индекс NPS (англ. Net Promoter Score) — индекс определения приверженности потребителей товару или компании (индекс готовности рекомендовать), используется для оценки готовности к повторным покупкам
NPS®, Net Promoter® et Net Promoter® Score sont des marques déposées de Satmetrix Systems, Inc., Bain & Company et Fred Reichheld. Michael. Développeur / intégrateur, travaillant en agence web depuis 2005 , je viens à présent vous proposer de venir découvrir mes créations personnelles de plugins / themes pour le CMS Wordpress & Prestashop, quelques solutions en mode SAAS & un peu d. Net Promoter Score® is calculated by measuring the responses to NPS® survey question. Find out your NPS using the answer to a key question, using a 0-10 scale The Net Promoter Score (NPS), is a quick, effective survey tool to evaluate an organisation's training, workshops, services, communications or any other event. The main purpose of applying this survey tool is to improve and learn, as well as measure progress towards a set objective. The NPS can be broadly referred to as easy to use survey to evaluate stakeholder satisfaction. The NPS.