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"The NPS was theorised by Fred Reichheld and Bain & Company in 2003. The results of the study by Fred Reichheld demonstrate a correlation between the NPS and the growth of a business."
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Table of contents
Net Promoter Score
"The power of the Net Promoter Score is not in its function itself, but in how you can use it."
Organisations that have a high NPS score grow 2 to 4 times faster than their competitors...
NPS Calculation
After sending the question and receiving your clients' or even your prospects' responses (it's incidentally a sorting criteria), here's how to interpret the results...
Dissatifaction and Recommendation
The NPS question relates to a recommendation rating not to be mistaken with a satisfaction rating...
What does a promoter who has enjoyed a good Customer Experience do? He tells his story over a drink, in the break room amongst colleagues, gives his opinion on the internet or, with a greater impact, on his Facebook wall...
Open-Ended question and the verbatim
However, we can take advantage of the first response in the survey (the grade) and follow up with an open-ended question. It will tell us about the Customer Experience...
Using NPS as a satisfaction indicator
Compare the evolution of the index according to several periods to measure the impact of your actions and efforts...
Examples of NPS applications
Commercial units & Franchises: In this example, we compare the scores of shops by city. In the last column we find the national average, here Belgium. The Brussels store has an NPS well below that of Bruges. It is also below the national average. Why?...
Detection, treatment and monitoring of detractors
To know the proportion of promoters, neutrals and detractors within a multitude of criteria is good; to contact and easily spot the detractors is better! The ideal is to locate these detractors in the hours or days following their responses and...
How to successfully send your NPS survey?
Introduction to simple surveys: The first requirement is to identify the key population that the survey covers. The key population is comprised of ALL the people whose opinion interests you. Is that all your customers without distinction or prospects who visit your site?
Conclusion and perspectives
The positive effects of a large number of promoters, can be staggering, also the reverse is true. Hence the interest to assess this indicator...