Why use Segmented NPS

Before we get into the why, let's talk about what we mean by Segmented NPS.

NPS stands for Net Promoter Score, which is a global standard for measuring customer satisfaction for anyone selling products and services online. This score is based on the results of a simple survey to your customers.

The "Segmented" part – unique to Copilot.cx – allows you to look at your NPS results based on specific properties, revealing which segments of your audience are happiest.

Answer important questions about your audience

Once you've had a decent number of responses from your NPS surveys, you can start splitting your results by different user properties.

This lets you answer questions like:

• Who is happier, Android or iOS users?
• Does usage of feature X correlate with above-average NPS?
• Are users having a better time with our newest product model?

From here, you can work out which segments of your audience will be most loyal to your brand.

Find the best segments for rating campaigns

Most brands send rating campaigns to their entire audience, risking an influx of bad reviews from unhappy customers.

With Segmented NPS, you can quickly identify the users who are most satisfied with your product, using filters such as:

• Active days above zero
• Churn risk is low or no risk
• Activity pattern is daily, weekly, or bi-weekly
• Feature X event triggered

By playing around with filters, you can find the perfect balance between audience size and NPS for your next rating campaign.

You can also use this approach for other reach-outs like surveys from your product team – or even sales campaigns.