NPS & Loyalty
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Technology
What is this template and why does it matter?
It measures likelihood to recommend the product, tracked by plan tier and account size. It matters because a loyalty dip in your highest-value accounts is a different problem than one in your smallest.
What questions should I ask?
The core recommendation question, an open-text follow-up, and — for detractors — what would change their score before renewal.
How many questions should it have?
2–3.
When / how often should you send it?
Quarterly, or timed to land ahead of renewal windows.
What does a strong result look like?
A trend segmented by plan tier and account size, showing exactly where loyalty risk is concentrated. Corvane segments by these account attributes automatically.
Use these questions as a starting point for your research.
Q
On a scale of 0–10, how likely are you to recommend [Product] to a colleague?
Q
What's the main reason for your score?
Q
What would need to change for you to give us a higher score before renewal?
Start with this research template and customize it for your study.
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