THE NET PROMOTER SCORE

MEASURE CUSTOMER SATISFACTION WITH 1 QUESTION

What is the Net Promoter Score?

Customer LoyaltyMetric

Comparable over time and

industries

Easy Interpretable

Customer Satisfaction

Score

Indication of the growth potential of

your company or productOne

singlequestion

developed in 2003 by Fred Reichheld of

Bain & Company in collaboration

with Satmetrix

How to calculate NPS?

RESPONDENTS DIVIDED IN 3 CATEGORIES

How to calculate NPS?

Promoters respondents giving a positive

score

(9 or 10)

Passivesrespondents giving a neutral

score

(7 or 8)

Detractorsrespondents giving a negative

score (between 0 and 6)

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?

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

Don’t worry too much about external

benchmarks

Create your own baseline

Measure continuously

Report continuously

What is a good NPS for you?

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?

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?

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 6Value of a recommendati

on differsUsain Bolt vs. John

Doe

Conclusion

NPS is a useful, simple metric

Measure continuously

Follow up continuously

Report continuously

Watch customer satisfaction and loyalty rise

More info

Read the full story

Try a sample survey

Look at sample NPS survey results(password: NPScore)

Create your own free NPS survey

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

About CheckMarket

CheckMarket is a company specializedin enterprise survey solutions

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