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NPS score

100% 0% 0% 0
90% 10% 0% 10 NPS =
82% 10% 8% 2
55% 40% 5% 35

Net Promoter Score (NPS) calculation.

A good score is 30 to 40. If your score is lower than 25, this is a bad NPS score. In the table you
can see how a score can be established. We see four different scores.

The NPS score is attractive for sites because you only have to ask visitors one question and it is
easy to execute. Sending an e-mail is sufficiënt!

3.3.2 No one is the same: Personas
When we want to improve the customer experience, we look at the customer, but which custo-
mer exactly? We know that we can use segmentation and create customer groups that have
great similarities in needs and interests. However, we can go a step further and look much more
at the customer needs and customer behavior.

Understanding the customer
If we put ourselves in the shoes of a certain type of customer and try to understand from this
customer what is important to him, what type of information is needed and what he under-
stands by, for example, good service, we can create content that is precisely tailored to this
customer type. We call such a customer type a Persona. Depending on the type of company
you are or the products or services you sell, you can create multiple Personas.

Well-crafted personas allow us to do more effective target group marketing because they res-
pond to specific customer needs or behavior.

In the example you find a profile (also called persona card) of the persona Marloes, Hobby han-
dyman. This persona was created by a DIY store. The DIY store works with multiple personas.
Content, including newsletters, is tailored to the persona.

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