Category Archives: Customer Services

Measuring User Sentiment + The Net Promoter Score (NPS)

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Net Promoter Score (NPS)

Why measure user sentiment and what does this mean?  The Net Promoter Score (NPS) is one way to measure user sentiment and is a very broad and general survey, canvassing all your website visitors.  It therefore only provides an indicator of satisfaction or dissatisfaction, providing no details of why they are satisfied or dissatisfied.  The reason why you should measure user sentiment is that it is a starting point, a way to start a conversation with your users and a way to get to know your customers, – which is invaluable.
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