The 5W Approach to boost your Net Promoter Score


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Net Promoter Score

In an age where businesses are becoming customer-obsessed, a whole bunch of metrics have taken the front seat, being tracked and analyzed to the very depth in real-time. And at the top of this list is the Net Promoter Score – a standard measure of Customer Loyalty.

While the importance of NPS is well documented and propagated vigorously, there’s lot more thought and process that goes into leveraging this score to a business’s benefit. In other words, while NPS as a score is revered for its simplicity, owing to its ability to bottle customer affinity towards a brand into a single metric, understanding the nuances of an effective Net Promoter Score program is far more complex.

This is why we’ve come up with the ‘5W approach Infographic‘ to help customer-facing brands in their efforts to gauge the loyalty of their customers, and use the insights to improve customer experiences.

Net Promoter Score

Maansi Sanghi
Maansi is the VP of Global Business at CloudCherry Analytics, a Customer Experience Management Platform. She's also a part of the founding team at Hotelogix. With over 11 years of experience in product, building teams from scratch and putting processes in place for data-driven marketing, sales and customer success, she's donned quite a few roles. An avid believer in customer-centric culture in organizations, she regularly writes on Digital Marketing, Customer Experience and Hospitality. An avid reader of fiction and business books, she's also a huge fan of DC comics!


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