The NPS is a way to quickly measure how satisfied your customers are with your business.
We don't all have the time and ability to do complete customer surveys, and sometimes our customers are too busy to answer lengthy forms. But what if there was an easy way to get feedback from your customers, that was simple for them too?
The basis of the Net Promoter Score is that one simple question can tell you a lot about how your customers perceive your business.
The question is: "How likely is it that you would recommend this company to a friend or colleague?"
Customers answer on a scale from 0 - 10, with 0 meaning Not At All Likely and 10 meaning Extremely Likely.
Those who answer 9 or 10 are "Promoters"
Those who answer 0 - 6 are "Detractors"
The percentage of detractors is subtracted form the percentage of Promoters to get the Net Promoter Score.
Monitoring this Net Promoter Score (NPS) gives you a quick indicator of the health of your business in terms of customer satisfaction.
Affordable Web Design and Marketing, Inc. helps you collect these responses and computes the score for you right on your dashboard.
How To Read Your NPS Score
- Companies with a better ratio of Promoters to Detractors tend to grow more rapidly than their competitors.
- Companies with the most efficient growth engines operate with an NPS of 50 to 80. The average firm sputters along at an NPS of only 5 to 10 - in other words, their Promoters barely outnumber their Detractors.
- Many firms - and some entire industries - have negative Net Promoter Scores, which means that they are creating more Detractors than Promoters day in and day out.
- These low scores explain why so many companies can't deliver profitable, sustainable growth - no matter how aggressively they spend to acquire new business.