The Net Promoter Score, or NPS® for short, is a simple metric that indicates the extent to which companies and employees interact positively with their customers. The NPS® is becoming increasingly popular thanks to its simplicity and direct link to predicting profitable growth. Employees at all levels of the organization understand it and the NPS® opens the door to customer-centric change and improved performance.
The Net Promoter Score is based on the fundamental idea that any company can divide its customers into three categories: Promoters (fans), Passives (passively satisfied) and Detractors (detractors). By asking one simple question – How likely are you to recommend [company X] to a friend or colleague? – you map these groups and get a clear indication of your company’s performance from the customer’s perspective. The scores awarded by customers are situated on a rating scale from 0 to 10. Moreover, we use one open question to find out why customers give a certain score.
Based on the answers, we carry out a thorough analysis and draw up concrete action plans together.