We sell offline software (CAD) and hardware for the A/V industry.
A WORD OF CAUTION.
Implementing NPS (a form of CSAT) is never simple or straightforward, because this number is based on correlations, which do not necessarily establish cause.
Estimating the net promoter score amongst your target customers (including the ones who should reorder) can help you to "draft" a formal research, after which you could determine the factors or variables that influence customer worth, and also the likelihood that buyers will recommend your offer to their peers.
USE MULTIPLE SOURCES OF DATA.
Surveys are not accurate, but an evaluation made by people with little interest to help you, filled with biases and perhaps, lies. You should compare your findings to transactional data, both within your company and your industry, to determine whether there is consistency between your target's answers, and the shopping behaviour observed between amongst your current customers.
I wrote you a tailored post on my blog, which includes a video that explains how to estimate your average NPS
http://wp.me/p3tZZw-7EB
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