If you haven’t come across NPS before, it’s a great way of finding out what your customers really think of your service, and a good opportunity to fix any problems you have along the way.
The basic principle is to ask your customers just two questions:
- On a scale of 0 to 10, how likely is it that you would recommend our services to a friend or colleague, and
- Why?
Those who answer 9 or 10 to question 1) are considered fans of your company (i.e ‘Promoters’), 7 or 8 are considered passive, and 6 or under are people who don’t like you much at all (‘Detractors’).
Your NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Any score below 0 means you have a serious problem in your business.
The answer to the second question is a great way of understanding what it is you’re doing wrong, if anything, and what you need to do to fix it.
Our recent results
We recently sent out a survey to all of our customers. We had a good response back and, in collating the results, we scored:
- Promoters – 78%
- Detractors – 0%
- Passive – 22%
Giving us a final score of 78 which is considered “world-class” both for companies as a whole and for the IT industry.
Given the NPS range of -100 to +100, a positive score or NPS above 0 is considered “good,” +50 is considered “excellent,” and above 70 is considered “world-class.”
https://www.questionpro.com/blog/nps-considered-good-net-promoter-score/
Well done to the team, and thanks again to our customers for your feedback.
We will make every effort to keep improving and to continue providing the best service we can. Great to know we’re on the right track so far though!
