Net Promoter Score
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The Net Promoter Score (NPS) is a customer satisfaction metric that divides customers into Promoters, Passives, and Detractors based on their likelihood to recommend a company. It is hypothesized that the difference between the percentage of Promoters and Detractors correlates to a company's long-term growth potential. Top NPS scores in surveys include USAA at 83%, Amazon at 76%, and Apple at 72%. Companies can measure their NPS by asking customers on an 11-point scale how likely they are to recommend the company to friends and family, along with a follow-up question to understand their reasons.
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Net Promoter Score
- 1. NET PROMOTER SCORE (NPS) 1
- 2. What is NPS? • ‘Net Promoter Score ‘- Customer satisfaction metric to understand the growth prospects of the company • Divides customers into Promoters, Passives and Detractors • Hypothesizes that Promoters – Detractors provides high correlation to long term growth potential
- 3. NPS scores • Zero NPS considered good • Average NPS scores in US less than 10 • Top NPS scores – USAA1 – 83% – Amazon1 – 76% – Apple2 – 72% 3 Source: (1) Satmetrix 2012 survey (2) Satmetrix 2011 survey
- 4. Way Forward (Under Design) • Based on your experience with our website how likely are you to recommend our website to your friends and family? • 11 point scale • With a follow-up question – Why / Why Not? 4