A metric used to gauge customer loyalty and satisfaction within the Single Sign-On Protocol industry.
Description
Net Promoter Score (NPS) is a widely-used metric that helps organizations assess customer loyalty and satisfaction. In the context of the Single Sign-On (SSO) Protocol industry, NPS is valuable for understanding how users perceive SSO solutions. Companies use NPS to measure the likelihood of users recommending their SSO service to others, typically through a simple survey question: 'On a scale of 0 to 10, how likely are you to recommend our SSO solution to a colleague?' Responses categorize users into Promoters (9-10), Passives (7-8), and Detractors (0-6). This categorization allows companies to calculate their overall NPS by subtracting the percentage of Detractors from the percentage of Promoters. A high NPS can indicate that users find the SSO solution effective and easy to use, while a low NPS may highlight areas for improvement. SSO providers can leverage this feedback to enhance user experience, address security concerns, and ensure seamless integration with various applications.
Examples
- Okta, a leading SSO provider, uses NPS to gather user feedback and improve its platform features based on customer suggestions.
- Auth0 implemented an NPS survey after launching new integration capabilities, which led to a 20% increase in their NPS score due to positive customer feedback.
Additional Information
- NPS is a simple yet powerful tool for assessing customer sentiment and can directly influence product development strategies.
- An NPS score above 50 is generally considered excellent, indicating a strong base of satisfied customers who are likely to promote the service.