The Net Promoter Score (NPS) is a way to quickly measure how satisfied your customers are with your business.
Most customers are too busy or not willing 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 7 – 8 are “Passive”
Those who answer 0 – 6 are “Detractors”
The percentage of detractors is subtracted from the percentage of Promoters to get the Net Promoter Score.
Monitoring this Net Promoter Score gives you a quick indicator of the health of your business in terms of customer satisfaction.
Think of the NPS score as the “future word of mouth” index for your business.