"How likely are you to recommend us?"
NPS reveals customer loyalty. Here's how.
Here's the scenario: you're running a IPTV panel reseller business. You think customers are happy. But you're not sure. NPS gives you the answer.
What actually works is tracking Net Promoter Score (NPS). The pattern that keeps showing up? Resellers who track NPS have 30% higher retention than those who don't.
Let me give you a real example. A reseller sent an NPS survey:
"How likely are you to recommend us? (0-10)"
Scores 9-10 = Promoters (loyal customers)
Scores 7-8 = Passives (satisfied but not loyal)
Scores 0-6 = Detractors (unhappy customers)
His NPS was 60. He improved to 70. Retention improved 15%.
Here's the thing: your IPTV service panel doesn't track NPS. You have to track it yourself. But it's worth it.
In most cases, NPS tracking is simple:
Send survey: "How likely to recommend? (0-10)"
Calculate NPS = (% Promoters) - (% Detractors)
Track monthly
If NPS drops, investigate
A quick practical breakdown: set up a simple survey. Send it monthly to all customers. Calculate NPS. Track trends.
That said, NPS doesn't tell you why. Follow up with detractors: "Why did you give that score?" That's actionable.
IPTV panel reselling requires loyalty tracking. NPS reveals it.
Track NPS. Improve loyalty. Retain customers.