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The Net Promoter Score is calculated based on responses to a single question:

How likely is it that you would recommend our company, product, or service to a friend or colleague?

The scoring method for this answer is most often based on a 0 to 10 scale.

 

(NPS) can be used to gauge the loyalty of a firm’s customer relationships. It serves as an alternative to traditional customer satisfaction research. NPS has been widely adopted by more than two thirds of Fortune 1000 companies.

(NPS) measures the satisfaction that exists between a service provider and a consumer. The score can be used to motivate an organization to become more focused on improving products and services for consumers.

Detractors (0 to 6)

Detractors are unhappy customers. They account for more than 80 percent of negative word-of-mouth. They have high rates of churn and defection.

Some may appear profitable from an accounting standpoint, but their criticisms and bad attitudes diminish a company’s reputation, discourage new customers and demotivate employees.

Passives (7 or 8)

We call this group “passively satisfied” because this group is satisfied—for now. Their repurchase and referral rates are as much as 50 percent lower than those of promoters.

Their referrals are likely to be less qualified and less enthusiastic. Most telling: if a competitor’s ad catches their eye, they may defect, as they are vulnerable to competitive offerings.

Promoters (9 or 10)

Promoters are loyal, enthusiastic fans. They sing the company’s praises to friends and colleagues. They are far more likely than others to remain customers and to increase their purchases over time.

Moreover, they account for more than 80 percent of referrals in most businesses. They are, in general, pleasant for employees to deal with.

Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).

Answering the Ultimate Question: How Net Promoter Can Transform Your Business

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Custom Integration Example

SLIMRoast Coffee – Photo Trustimonials and Custom User Feedback Survey

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fiteBac SkinCare – Video Trustimonials Including Branded Video Production.

NPS usage and research data provided by wikipedia under creative commons license

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