Understanding Your NPS (Net Promoter Score)

NPS stands for Net Promoter Score. It's a simple way to measure how satisfied your customers are with Maria on a scale from -100 to 100.

After certain calls, Calltide sends a quick follow-up survey to your customers. The question is simple: "How likely are you to recommend this business?" Customers respond on a scale of 0 to 10.

How the Scoring Works

• Scores 9-10 — Promoters. Customers love you and will recommend you.
• Scores 7-8 — Passive. Customers are satisfied but not enthusiastic.
• Scores 0-6 — Detractors. Customers aren't happy and might leave bad reviews.

We calculate your NPS by subtracting the percentage of detractors from the percentage of promoters. That's your health score.

What Does Your Score Mean?

• Above 50 — Excellent. Your customers love you.
• 0-50 — Good, but room to improve.
• Below 0 — Time to make changes.

How to Improve Your NPS

Listen to Detractors When customers give low scores, they often leave comments. Read them. These are golden insights into what's not working.

Respond and Fix Issues If customers complain about Maria's responses, update your business profile, pricing, or FAQ section. Train Maria better by giving her more information.

Encourage Promoters When customers love you, ask them to leave reviews on Google or Yelp. Promoters are your best marketing tool.

Monitor Trends Check your NPS every month. Are you improving? Track what changes helped.