Net Promoter® Score: The First Step to Engaging with Digital Banking Users

By Kevin Flanagan, Marketing Director, Micronotes

One of the best ways for financial institutions to measure "how they're doing" with their digital banking users is to conduct a Net Promoter Score campaign.

NPS® is a widely adopted method for measuring, comparing and improving customer loyalty. It is based on the fundamental perspective that every business's customers can be divided into three categories: Promoters, Passives and Detractors. NPS is based on responses to the question: “How likely is it that you would recommend our institution to a friend or colleague?” Respondents choose a number from 0 to 10.

NPS is included with all Micronotes subscriptions. So, rather than pay for a separate NPS subscription, our clients can conduct these informative campaigns quickly and easily. In fact, most clients conduct an NPS survey as their first campaign using Micronotes.

Watch this webinar and learn:

  • What Net Promoter Score is and how your institution can use it.

  • Benefits of measuring the perceptions of digital banking users.

  • How banks and credit unions use NPS results to adapt their customer-facing programs.

Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld, and Satmetrix Systems, Inc.