Net Promoter Score

How loyal are your customers? Introducing the Net Promoter Score.
“Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.” ~ Chip Bell

Net Promoter Score

As the popular adage states, “The best form of advertisement is word of mouth.”  The Net Promoter® Score, commonly referred to as NPS®, is a customer loyalty metric that gauges just that – how willing a customer is to recommend a product or service. The premise behind the NPS® is that it taps into how customers not only perceive, but also how they represent an organization to others. In cases of positive representation, this equates to free marketing that substantially increases organizational growth. When an individual receives a stellar referral for a product or service from a trusted source, they are substantially more likely to consider that recommendation.

The Net Promoter Score classifies your customers into one of three categories:

Detractors
Detractors are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
Passives
Passives are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Promoters
Promoters are loyal enthusiasts who will keep buying and refer others, fueling growth.

Assessing for Net Promotion

To determine the Net Promoter Score, use a 0 (not at all likely) to 10 (extremely likely) scale and ask the simple question:
How likely is it that you would recommend this organization to a friend or colleague?
net promoter survey
NPS®, Net Promoter® & Net Promoter® Score are a registered trademark of Fred Reichheld, Satmetrix, and Bain & Company.
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