Measure the NPS®with Rogator
Do not leave your customers’ satisfaction and repurchase intention to chance: Rogator supports you as a qualified partner in the measurement of your Net Promoter Score®. Benefit from our extensive experience in supporting a large number of B2B and B2C customers.
As a full-service provider, we design a NPS® process that is individually adapted to your company and offer you numerous advantages that go beyond the collection of a key figure. With us you will not only find out what potential exists for optimisation in your company, but also with which customers they occur and which recommendations for action can be derived from them. We help you to react in time and take corrective action – process optimisation on the fly.
Your advantages from a Rogator NPS® survey
Full service offer
From invitation management to individual feedback, we support you throughout all process steps. It is also possible to implement benchmark studies with Rogator. We also offer various technical solutions, such as interfaces to CRM systems for the automated invitation of participants via e-mail and/or SMS (RogNotifier).
NPS® measurement with Rogator goes far beyond the determination of key figures. In addition to the core question of willingness to recommend, specific additional questions are developed, differentiated text feedback is used and a score-dependent alert function is offered, which is activated at particularly low scores and ensures a rapid reaction to individual feedback.
Transactional NPS® survey
Through specific feedback on specific business processes, you will receive more detailed information on the potential for optimisation in your company compared to a comprehensive, regular customer survey.
How can Rogator help you with a Net Promoter Scores® survey?
We supervise the NPS® survey right from the start and are your reliable partner throughout all phases of the project. We offer you a full service from individual consulting to the execution and evaluation of your NPS® survey and support you in every desired project phase through our experienced specialists and our professional, powerful software. This allows you to efficiently determine and improve your customers’ willingness to recommend you to others.
Three steps to your Net Promoter Score®
Rogator does not just base the NPS® on the method's two classical core questions. For a more detailed mood picture and a higher benefit from the survey, we develop specific additional questions in cooperation with you. Then follows the programming by our technology, of course in the corporate design of your company.
Subsequently, mostly automated, continuous invitation management is implemented, which ensures that individuals are not addressed more than once within a period of time. Rogator gives you real-time access to the evaluated data during every phase. You can also filter results for secondary data and read out specific information.
Our interactive dashboard is ideal for depicting the development of a NPS® over time. In addition to time series, it can also be used to filter organisational units and process segments within the value chain. Detailed feedback on specific topics and touchpoints provides you with clear information on the potential optimisation of your process chain.
Rogator advises you individually on the following NPS® questions
What does the NPS® offer my company?
The applicability of the NPS® process is basically independent of the industry and company size, since the NPS® functions across industries. In practice, NPS® surveys are more frequently used by large companies, but medium-sized and small entrepreneurs are also increasingly working successfully with them. However, it should be noted that the NPS® may be less meaningful for smaller samples. Rogator uses special procedures for this purpose.
When is the NPS® the ideal customer feedback?
The NPS® is regarded as the ideal customer feedback for transactional surveys in particular. The NPS® process is ideal if you want to conduct a continuous survey that will burden your customers with only a few selected questions and receive touchpoint-related feedback.
What is the best way to evaluate the NPS®?
As a rule, the NPS® is a long-term study. Therefore, dashboards that offer information about current developments over time are particularly suitable for evaluation.
What is a good NPS® score?
The NPS® depends very much on the industry, the product and the competitive environment. Differences in the B2B and B2C context can also be identified. Against this background, Rogator will show you how to interpret the NPS® for your individual case.
How is benchmarking with competitors carried out?
In an NPS® survey with Rogator we find out for you in the same survey which company your customers see as the strongest competitor and whether they would recommend them to others. Benchmarking is particularly useful in manageable markets with comparatively few main competitors.
Why is the NPS® an early indicator of customer loyalty?
The NPS® serves you as an early indicator for the future development of your business. It has been shown that the NPS® score in particular reacts very sensitively to subtle changes in customer relations. This is particularly true in comparison to more comprehensive index models of customer satisfaction.
Introducing the NPS® with Rogator
The NPS® is designed to be used as a long-term Key Performance Indicator (KPI) in companies. Therefore, there are a number of factors that need to be considered when introducing this customer excitement measurement tool. Against this background, we also advise you on the following important questions so that your NPS® survey is successful right from the start:
- How often and at what times would you like to ask questions?
- How should the invitation process be implemented? (Layout, time, dispatch, secondary data, multiple invitation protection, etc.)
- Which form and presentation of the evaluation ideally supports your process and which information navigation sustainably promotes our improvement system?
A functioning technical infrastructure also plays an important role in conducting a NPS® survey: In order to handle the entire process, from the invitation to the evaluation, we will work with you to ensure that all of the I’s are dotted and the T’s are crossed.
Services at a glance
Project management and hosting
Questionnaire design and mobile optimisation
Continuous invitation management
Recruitment of participants via online access panels
Evaluation and reporting
Presentation of results
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