NET PROMOTER SCORE
We believe in providing the highest quality of service to all of our clients, all of the time. Our dedication to customer service is highlighted by the following awards:
In order to keep our finger on the pulse of customer satisfaction with our products and service delivery, we utilize the Net Promoter Score system… a simple, accurate and intuitive way to gauge customer loyalty. Our goal was to ask one and only one question of customers to estimate their loyalty—a question that was respectful of their time, yet would yield answers that could inspire employees to action. The best single question—across many industries and cultures—turned out to be “How likely are you to recommend [our product or service] to your colleagues, friends or family?”
Based on their rating, customers are then classified in 3 categories: detractors, passives and promoters.
DETRACTORS gave a score lower or equal to 6. They are not particularly thrilled by the product or the service. They, with all likelihood, won’t purchase again from the company, could potentially damage the company’s reputation through negative word of mouth.
PASSIVES gave a score of 7 or 8. They are somewhat satisfied but could easily switch to a competitor’s offering if given the opportunity. They probably wouldn’t spread any negative word-of-mouth, but are not enthusiastic enough about your products or services to actually promote them.
PROMOTERS answered 9 or 10. They love the company’s products and services. They are the repeat buyers, are the enthusiastic evangelist who recommends the company products and services to other potential buyers.
The resulting Net Promoter Score is simply the percentage of promoters minus the percentage of detractors. The overall Net Promoter System is much more than just the score. Net Promoter System practitioners ask customers the reasons for their ratings using an unstructured, open-ended question. This provides employees throughout the organization the opportunity to hear comments from customers every day—in their own words. These leaders build that feedback into their operating systems, using it both to address customer concerns and to fuel the innovations that generate more promoters. They use this closed loop to learn more about how they can improve their processes, people, products and pricing for the long term.
The NPS system is used across all major vertical markets and by the companies that dominate markets. Companies such as Apple, Southwest Airlines, General Electric, Amazon, Costco, Procter & Gamble, Cigna, AT&T, eBay, Microsoft, Hewlett-Packard, CitiGroup, Zappos and many more.