3.9. NPS – PERFORMANCE METRICS

At XSTRA, we understand that clients want clear visibility into our service performance. That’s why we present your Net Promoter Score (NPS) – a widely adopted measure of customer satisfaction – in a live dashboard, updated continuously. Because NPS is based on customer sentiment and loyalty, this real-time view lets you see how satisfaction trends evolve from hour to hour. With instant access to your latest score, you’re empowered to benchmark performance, respond to feedback proactively, and make informed business decisions alongside us.

Net Promoter Score (NPS) is a metric used in customer experience programs.

• NPS measures the loyalty of customers to a company.
• The NPS score ranges from -100 to +100
• NPS scores are measured with a single question survey and tracked, with a higher NPS score more desirable.
• NPS allows you to monitor improvements in our products, service, and organization.
• NPS separates Clients into one of 3 groups:
  • Detractors
  • Passives
  • Promoters
• XSTRA’s NPS scores are now LIVE! on our website

LINKS

• NPS – XSTRA Overall
• NPS – By Brand
• NPS – By Client
• Live Net Promoter Scores
• XREPORTS