Net Promoter Score

Have you ever attended a professional sport game – and they didn’t keep score? Silly! you say. Of course they keep score – how else would they know who won and who lost?

True. So do you “keep score” in your business?

One of the best tools for score keeping in business is the Net Promoter Score. Originated by XXX in XXX, it works like this:

Ask your Customers one question, using a 0 – 10 scale where 10 is the top score, 0 is the lowest score:

‘How likely is it that you would recommend my company to a friend or colleague?’

The Rating Scale

9 – 10  Promoters – Apostles

7 – 8    Passives – subject to competitors

0 – 6    Detractors – unprofitable – range from “OK” to “Assassins”  to “Ninjas”

net-promoterHow To Calculate Your Net Promoter Score

% of Promoters – % of Detractors = Net Promoter Score

Example:

Total survey = 111 participants

Promoters = 94 or 84.7%

Passives = 13 or 11.7%

Detractors = 4 or 3.6%

The Net Promoter Score is 81.1% (84.7% – 3.6%)

How do industries score?

NPS Scores