Transactional Net Promoter Score (NPS): Determine the loyalty of your customers at every touchpoint!

With the Customer Experience Management platform QuestionPro, you can significantly simplify the acquisition of data to determine transactional NPS!

What does “transactional NPS” mean? A definition

Transactional Net Promoter Score (transactional NPS) is an indicator that aims to determine customer satisfaction and loyalty at a more granular level. Transactional NPS offers you customer feedback after a specific interaction, for example after a call to technical support, after an online ordering process or, for example, after a complaint.

Transactional NPS offers you direct feedback after a specific action at a customer touchpoint, allowing your company to optimize the different areas in which it has contact with your customers throughout the customer lifecycle.

How is transactional NPS determined?

Immediately after making a purchase or completing an interaction with your company, your customers will be asked the classic NPS question, which we presented in detail in one of our previous blog posts.

The question to determine transactional NPS is:

Would you recommend our company to friends and acquaintances based on the last contact you had with employees of our company?

The key benefits of using transactional NPS

The NPS question plays a crucial role in measuring customer loyalty based on ALL customer interactions. Asking how your customers feel after interacting with your company and what experiences they have with your employees is the basis for changing negative touchpoints at a granular level. Other key benefits of transactional NPS include the following:

Know your team's strengths and weaknesses when interacting with customers: By conducting transactional NPS surveys, you can find out whether your employees are providing adequate customer service and leaving your customers with positive experiences. Otherwise, it is necessary to adjust the required areas.

Set a metric for each team's performance: Transactional NPS is a valuable key performance indicator that allows you to quickly and easily find out how each area is performing and how they are aligning their efforts to deliver a better customer experience.

It allows you to find key points for closing a sale: The transactional NPS indicator gives you information about whether the customer journey is optimized throughout and whether there are negative aspects on the way to purchasing your services and products that ultimately lead to a purchase being made impede.

By using transactional NPS, you can pinpoint exactly which touchpoints need to bring about changes in order to create a consistently positive customer journey.

Since the real-time information you gain through transactional NPS relates to a specific event, it is possible to react very quickly and take the necessary actions.

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