Net Promoter Score (NPS) - Measure Customer Satisfaction in 1 Question

38,793 views

Published on

The Net Promoter Score (NPS) is a simple but powerful tool to measure client satisfaction with one single question, an indication of the growth potential of your company or product. Read further for an overview on the use, application and pitfalls of NPS.

Net Promoter and NPS are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.

Published in: Business, Technology
2 Comments
44 Likes
Statistics
Notes
No Downloads
Views
Total views
38,793
On SlideShare
0
From Embeds
0
Number of Embeds
6,266
Actions
Shares
0
Downloads
1,451
Comments
2
Likes
44
Embeds 0
No embeds

No notes for slide

Net Promoter Score (NPS) - Measure Customer Satisfaction in 1 Question

  1. 1. THE NET PROMOTER SCORE MEASURE CUSTOMER SATISFACTION WITH 1 QUESTION
  2. 2. What is the Net Promoter Score? Customer Loyalty Metric Comparable over time and industries Easy Interpretable Customer Satisfaction Score Indication of the growth potential of your company or product One single question developed in 2003 by Fred Reichheld of Bain & Company in collaboration with Satmetrix
  3. 3. How to calculate NPS? RESPONDENTS DIVIDED IN 3 CATEGORIES
  4. 4. How to calculate NPS? Promoters respondents giving a positive score (9 or 10) Passives respondents giving a neutral score (7 or 8) Detractors respondents giving a negative score (between 0 and 6)
  5. 5. Simple metric for everyone in your organization Deceptively simple for respondents Goes beyond the classic 'overall satisfaction' question When someone recommends you, they risk their reputation Why use NPS?
  6. 6. Average Highest What is a good NPS? The NPS is a number between -100 and +100. the average firm sputters along at an NPS of only +5 to +10 the highest performing ones are situated between +50 and +80
  7. 7. Don’t worry too much about external benchmarks Create your own baseline Measure continuously Report continuously What is a good NPS for you?
  8. 8. Passives do not count Harder to make a passive a promoter Detractors share more Easier and better to convert a detractor to a passive Get everyone in your organization involved How to improve your NPS?
  9. 9. Add open questions that probe the underlying reasons behind the low score Get notifications for low scores in real time Translate that feedback into actions to  Correct common complaints  Contact detractors quickly with an offer How to reduce detractors?
  10. 10. Some critical remarks The model is too simple. Inaccurately measures customer behaviour No visible difference in % Promoters and % Detractors in final score Non-customers are not included There is no distinction between the scores 0 and 6 Value of a recommendation differs Usain Bolt vs. John Doe
  11. 11. Conclusion NPS is a useful, simple metric Measure continuously Follow up continuously Report continuously Watch customer satisfaction and loyalty rise
  12. 12. More info Read the full story Try a sample survey Look at sample NPS survey results (password: NPScore) Create your own free NPS survey
  13. 13. CheckMarket can help We have a vast experience in NPS research Our experts can help you set up your NPS program We have a tool to measure NPS continuously You can organize and automate the follow-up We offer NPS dashboards with real-time results
  14. 14. About CheckMarket CheckMarket is a company specialized in enterprise survey solutions www.CheckMarket.com www.twitter.com/CheckMarket www.linkedin.com/company/CheckMarket www.slideshare.net/CheckMarket

×