sales
NPS (Net Promoter Score)
Customer satisfaction metric on a -100 to +100 scale. The standard loyalty benchmark.
Definition
Net Promoter Score (NPS) asks one question: 'How likely are you to recommend us to a colleague or friend, 0-10?'. Scores of 9-10 are Promoters, 7-8 are Passives, 0-6 are Detractors. NPS = % Promoters - % Detractors, ranging from -100 to +100. Benchmarks: under 0 is critical, 0-30 is average, 30-70 is excellent, above 70 is world-class. NPS is most useful as a trend over time and when paired with verbatim feedback - the score itself is less actionable than the comments.
In your business
- →Run NPS quarterly, not constantly - it loses signal if overdone
- →Always include a follow-up open question - the verbatim is more actionable than the score
- →Close the loop with Detractors personally - the conversation often saves the account