Once a quarter – when you login. you see the pop up…
“On a scale of 0–10, how likely are you to recommend us to a friend or colleague?”
You roll your eyes, tap a random number, or ignore it completely.
We get it. We’re all busy, and nobody wakes up excited to “do some surveys today”.
But that tiny question – the Net Promoter Score (NPS) one – is actually one of the most powerful ways you, as a customer, can shape how NewZapp behaves, improves, and treats you in the future.
Let’s break down why completing an NPS survey is worth your 20 seconds.
First up: what is NPS?
NPS (Net Promoter Score) is a simple way for us to measure customer loyalty and satisfaction.
You’ll usually see:
“How likely are you to recommend us to a friend or colleague?”
0 = Not at all likely
10 = Extremely likely
Sometimes there’s a follow-up question like:
“What’s the main reason for your score?”
Behind the scenes, your answer does a lot more than sit in a spreadsheet gathering dust.
In a nutshell, it’s a Yes/No question with 10 options…
Yes – Then the score is 9 or a 10
No – Then the score is 1 to 6
7 and 8 are bogie numbers in NPS terms, they carry no real value so it would be great if these can be avoided.
We’re not trying to coach you here, just trying to ensure your feedback is valid and not lost “sitting on the fence” as it were.
Feedback is CRUCIAL
And to stress again, it is so vitally important you tell us why you scored us like you did.
Negative feedback – helps us improve your service and software.
Positive feedback – helps us reward the hard work of the team.
Why we are obsessed with NPS (and why you should care)
From the our side, NPS is a big deal because it:
- Shows how happy (or unhappy) our customers really are
- Highlights what’s working and what’s broken
- Influences where our development, money, time, and resources go next
But here’s the bit people miss:
NPS doesn’t just help us – it directly affects the experience you get as a customer.
If you’re fed up, thrilled, or somewhere in between, NPS is your direct line into the decision making!
Your Feedback – Your Platform.
Every single comment you leave, is considered and acted on. If you visit our updated page here, you will see so many recent updates that are a direct result of feedback, including:
- An all new image asset library
- Reporting features showing read times on email campaigns
- Reporting by topic
- Campaign comparison (A/B testing)
- Improved email campaign Audience selection
- New User permissions (Admin, editor, viewer etc)
- Using NewZapp on multiple tabs
In Summary
Thank you for your continued support. Our high scores reflect the trust, satisfaction, and loyalty of our customers – many of whom actively recommend our service to others.
We’re proud of what this says about the experience we provide, and we’re committed to building on this success. Your vote and feedback mean a great deal to us, and we truly appreciate you being part of our journey.
