Customer Experience Net Promoter® Score

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The Net Promoter Score (NPS) is a world-renowned methodology of researching client loyalty. You will draw remarkably valuable conclusions from this simple and effective feedback.

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The power of NPS is hidden within its simplicity expressed in one question "How possible it is that you will recommend X to a friend?". This research methodology has been created by Fred Reichelda, Bain & Co., and Satmetrix in the 90s and was described in detail in a book titled "The Ultimate Question". An NPS type question allows respondents to answer on a scale from 0 to 10 (where 0 = I won't recommend, and 10 = I will recommend). Then the respondents are divided into three groups, basing on their scores: Critics (score from 0 to 6), Neutrals (7 - 8), and Promoters (9 - 10). The NPS indicator is calculated by subtracting the percentage of Critics from the percentage of Promoters. A positive score (above 0) may be regarded as moderately good one. A score above 50 is very good, and shows that your company cares for the good relations with clients.

Net Promoter® Score — Why is the Net Promoter Score so popular?

Many experts believe that the Net Promoter Score constitutes a valuable indicator increasing profits. One of the key benefits for which companies decide to take advantage of this method, is its remarkable simplicity. "NPS supporters" argue that focusing on one simple indicator - easy to understand - results in that employees become more focused on supporting the customer. Despite the fact that NPS is not a particularly detailed methodology of researching customer satisfaction, its remarkable simplicity allows companies and organizations to undertake actions here and now, in order to quickly improve Customer Experience.

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