What is Transactional NPS® (tNPS)?
Transactional NPS, or transactional Net Promoter Score®, measures customer perceptions about a transaction with a business, such as an online purchase or a customer service interaction. Because of its narrow focus, organizations can use transactional NPS to optimize every touchpoint along the customer journey.
Transactional NPS is a variation of the traditional Net Promoter Score, which is more relational than based on individual interactions. A tNPS survey asks customers to answer the question: “Based on your recent [online purchase, customer service experience, etc.] how likely are you to recommend [brand] to a friend or colleague?” Survey participants respond using a scale of 0 to 10, where 0 is not at all likely and 10 is extremely likely. Those customers who respond with a 9 or 10 are Promoters, meaning they’re more likely to be brand advocates. People who answer the question with 0 through 6 are Detractors. The tNPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters.
Transactional NPS surveys can be administered several ways including IVR, online chat, email, and outbound calls from contact center agents. When enough input is collected and analyzed, it can provide insights about strengths, weaknesses, and opportunities.
To maximize the effectiveness of tNPS, organizations should use best practices such as:
- Send timely survey invitations. Customers should be surveyed immediately following the transaction while the details are still fresh in their minds.
- Collect qualitative feedback. Provide customers the opportunity to explain their tNPS so the business has full context.
- Close the loop. Follow up with Detractors to fix their problems and turn them into Promoters.
About NICE Satmetrix
NICE Satmetrix is the leading global provider of Voice of the Customer (VOC) software used by the world's most forward-thinking companies to analyze and transform their customer service interactions. Our Customer Journey-based solution combines and analyzes customer interactions, solicited feedback, and operational data at enterprise scale to uncover blind spots, increase customer satisfaction and improve agent performance.
With consumers reaching out to contact centers for more reasons than ever before, providing consistent and optimized experiences is central to fostering loyalty and increasing customer lifetime value. NICE Satmetrix VOC enables businesses of all sizes to grow the value of customer service touchpoints and operationalize customer feedback.
With NICE Satmetrix VOC, the top VOC solution for contact centers, contact centers get access to:
Integrations with NICE inContact CXone and the NICE portfolio of contact center solutions
- Superior analytics
- Digital omnichannel and hassle-free IVR integrations
- Customer Journey-based design
- One-stop-shop for all your contact center VOC needs
NICE Satmetrix is the co-creator of the Net Promoter Score® (NPS®), one of the best indicators of customer loyalty and predictors of business growth. We've instilled our deep knowledge of consumer behavior into our VOC software to make NICE Satmetrix holistic VOC a true one-stop shop for Voice of the Customer with a self-service solution that meets the needs of organizations of every size.