Analysis

Tuesday, June 02, 2015

Net Promoter Score (NPS) basics

Net Promoter Score (NPS) basics

The Net Promoter Score (NPS) is the best-known indicator for measuring and monitoring customer satisfaction.

An analysis* by Bain & Company shows that companies, such as Apple, Amazon or Zappos, that achieve long-term profitable growth have NPS scores twice as high as the average. Here's what you need to know about it.

Definition of Net Promoter Score

The Net Promoter Score measures the propensity or probability of recommendation of a product, brand or service by its customers or users, through the question: " To what extent would you recommend [company X] to a friend or colleague? "

The answer is given on a scale from 0 ("Not at all") to 10 ("Absolutely").

So we distinguish 3 categories of customers:

smileypromoteur.pngPromoters who answered 9 or 10. They like your company's products and services. They are your brand's loyal customers and ambassadors. They recommend your company to other potential buyers.

smileyneutre.pngLiabilities who gave a score of 7 or 8, also known as neutrals. They are quite satisfied, but could easily switch to the competition if the opportunity arose. They probably won't generate negative word-of-mouth, but aren't enthusiastic enough to promote them.

smileydetracteur.pngThe Detractors who gave a score of 6 or less. They are not particularly delighted with the product or service. So they're unlikely to buy, and could damage your reputation.

How do you calculate your Net Promoter Score?

calculnps.png
NPS is an absolute number that can range from -100 (where all customers are detractors) to 100 (where all customers are promoters).

The main interests

The main limitations

Our advice

1. If NPS is the only indicator in your questionnaire

2. Use NPS as one of the indicators in your customer satisfaction survey
In addition to overall satisfaction, intention to buy again or other satisfaction measurement criteria (expectation, quality, commercial relationship, etc.).

3. Taking action

Conclusion

Net Promoter Score is a powerful performance lever. More than just an indicator, it is part of a truly global corporate approach that involves all employees and drives the company towards excellence. To deliver ever more positive customer experiences.

NPS®, Net Promoter® and Net Promoter® Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.

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