The Net Promoter Score (NPS) introduced in 2003 by Frederick F. Reichheld, is a simple but powerful metric to show how the organization is performing in terms of customer satisfaction and customer loyalty. More and more organizations are applying the NPS as a means of increasing loyalty and recommendation factor.
The Net Promoter Score measures with customers to what extent they would recommend a particular company, product or service to others (friends, colleagues, family, etc.). The idea behind it is simple: customers will only recommend you to their friends or acquaintances if they are truly satisfied with your company. So the better you score on this question the more customers are really satisfied and the more customers will recommend you. Specifically, the respondent is asked the following question:
To what extent would you recommend company/brand/product X to friends, family or colleagues?
The respondent answers via an 11-point scale: from 10 (very likely) to 0 (very unlikely).
Promoters = respondents who gave a score of 9 or 10
Passives = respondents who have given a score of 7 or 8
Detractors = respondents who have given a score of 0 to 6
The Net Promoter Score is the difference between the percentage of Promoters and Detractors. Suppose the organization has 30% Promoters and 20% Detractors, then the NPS is +10.
Please contact us:
Robert van Loon
Client Service Director
- Why are you so excited (10-9)?
- How can we make you even more enthusiastic? (8-7)
- Why you are not enthusiastic (6-0).