Customer Experience
NPS: Customer Loyalty Index
NPS measures customer loyalty by asking one question: How likely are you to recommend us? Scores range from -100 to +100. Promoters (9-10) minus Detractors (0-6) equals NPS.
Why It Matters
NPS predicts organic growth. Companies with high NPS grow through word of mouth. Companies with low NPS grow only through paid acquisition, which is expensive and fragile.
How Novastra Helps
Novastra implements NPS measurement systems, closes the feedback loop with detractors, and builds the operational improvements that turn detractors into promoters.
% Promoters - % Detractors
Framework Phase
6
Execute
Deliver the strategy. Build the brand.