How Net promoter score (NPS) works
You have probably answered several surveys. Some very long others a little shorter. It is common for surveys to be designed for a specific purpose and as a respondent is prompted to think about different areas from a specific business. In the early 2000s, Fred Reichheld researched which question actually produced an effect. The research showed that several issues thought to be important actually had no effect at all. It was seen that the ultimate question was "Would you recommend the company/product to a friend or colleague". By asking this question, you got a direct insight into how customers experienced the meeting with the company. The higher the score, the more loyal the customer was. There are several ways to scale the answers, but the most common is 1-10, where 1 is the lowest possible grade. The customers are then divided into 3 categories
1-6 Negatives. Those customers who have a moderate to bad experience. These customers will come maybe back but won't recommend you further, in some cases even speak bad about your business.
7-8 Satisfied customers. The customers you think lives up to expectations but no more. These customers come back but come do not actively recommend you.
9-10 Ambassadors. The customers who are more than satisfied. These customers are your promoters. Them returns to a greater extent than others and will actively recommend you further
The net promoter score then becomes the total score of the number of ambassadors in % - the number of negatives in %.
This constitutes a score between -100 and 100.
The most successful companies have an NPS of between 60-80.
Responsr is not just a tool to find out your net promoter score but a whole system for working with the net promoter system. Please read more about the net promoter system in the next post.
Please read more in the Book The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-driven World
