Net Promoter Score (NPS®) is a simple and proven methodology that companies use to measure customer happiness as it relates to company brand, product or service.
It focuses on your customers and foster company-wide alignment around customer experiences.
Best of all, It's easy to understand and implement.
Well-known organizations relies on NPS to provide top-notch customer experience.
In just 2 simple steps, you can derive a score that quantifies your customers happiness
Step 1
An email with a rating score of 0 - 10 is sent to your customer.
The email itself, is a single question: How likely is it that you would recommend our company/product/service to a friend or colleague? The scoring is based on a 0 to 10 scale, which provides a standardize benchmark so it can be tracked overtime.
Step 2
Group the responses, and get your Net Promoter Score
The score customers provide are classified as follows:
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Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).
NPS Formula = ( % of Promoters ) minus ( % of Detractors )
The Net Promoter Score, ranging from −100 to 100, serves as a report card,
grading your overall customer experience.
Compare your score to previous periods of time to gauge and identify trends, such as a change of packaging or improvement of response time, and how they affect your customer experience over time.
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Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.