We define the Net Promoter Score as an indicator that allows us to understand a customer's level of loyalty to a brand and their satisfaction with it. These two concepts are closely related, but distinct.
The NPS not only lets us know if customers are satisfied, but also shows us their level of loyalty . But what's the difference?
You can observe customer satisfaction by comparing the product with expectations. If what you offer meets the user's expectations, we can say they are satisfied.
Talking about loyalty, on the other hand, implies a whatsapp number list slightly deeper commitment in the relationship between the consumer and the company. A customer is loyal when they are willing to buy from you again.
So, a user may be satisfied but not loyal; but someone who returns to the brand is very likely satisfied. Measuring NPS will allow you to gain insight in both directions.
Satisfying customers isn't a difficult task: simply meeting expectations is enough . Satisfaction is temporary and can be measured by users' specific attitudes at the moment of making a purchase.
Generating loyalty is a little more complicated: it involves not just the product itself, but the entire customer experience throughout the purchasing process. It's a longer journey, one in which we can predict their behavior and future actions.