We’re committed to helping you succeed – it’s our passion.
Each month, we will be sharing valuable industry insights and business tips targeted to help those we serve…YOU! We really hope to interact in a new and innovative way.
Today, for the inaugural edition of “Premier Pages,” I want to talk about Net Promoter Scores or in other words, how to gather data on whether or not customers are loyal or if they are looking for a new business partner.
Understanding Net Promoter Score:
The Net Promoter Score (NPS) is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. It gauges a customer’s overall satisfaction with a company’s product or service. The most common question is, “On a scale of 1 to 10, how likely are you to recommend our service to a friend?”
Those who respond with a score of 9 to 10are called Promoters, and are considered likely to engage buy more, remain customers longer and make positive referrals to their friends, colleagues and family.
Those who respond with a score of 0 to 6are called Detractors, and they are believed to be less likely to promote your company, and may even bad mouth the company.
Responses of 7 and 8 are considered Passives, and their behavior neither promotes or detracts in their behavior.
Given the NPS range of -100 to +100, a “positive” score orNPS above 0 is considered “good”, +50 is “Excellent,” and above 70 is considered “world class.” Based on global NPS standards, any score above 0would be considered “good.”
Have you ever wondered what some of the more popular, national companies rate on the NPS Scale? Here are some recently published scores:
How does your company measure customer loyalty?
Maybe you’re ahead of the game and already know your own company NPS! If not, send me an email and I will mark my calendar for a time to visit. I’d love to help you learn how to capture that score.
Will you help us find out our NPS?
The Premier Group/1st Class Staffing wants to know if you would recommend our service to others or not and we are also interested in the reasons for your specific rating. In the next week will be sending you a very short NPS survey. These short inquiries will help us identify the areas where our service excels, as well as what areas need some attention. We will then communicate your responses to our front-line employees and management teams to strengthen our service even more.