The Net Promoter Score, or NPS, is based upon one question: How likely is it that you would recommend (a company/product/service) to a friend or colleague?
The primary purpose of the NPS methodology is to evaluate customer loyalty, but it is often used as a complement to customer satisfaction research.
Customer loyalty is important since it often leads to repeat purchases which are less impacted by competition, pricing or other market factors. In addition, maintaining a current customer is far less expensive than acquiring a new one. As such, it is not only important to keep current customers happy, but even more important to try to move Detractors “up the scale” (ideally all the way to Promoters) — and then to periodically monitor any changes in NPS due to such efforts.
Customer and Market Research Department of Iran Standard & Quality Inspection accomplished this survey with series of multiple choice questions for Renault Company monthly.
Renault Pars is an Iranian joint venture established in 2004 and owned by Renault and Iran’s Industrial Development Renovation Organization.
The results are used by TNS to lay the foundation for adjustments to procedures, policies, customer acquisition and retention, marketing messages and more about Renault brand in Iran.