The ultimate question that you need
The power of NPS is hidden within its simplicity, expressed in one question “How possible is it that you will recommend X to a friend?”. This research methodology was 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 based on their scores: Critics (score from 0 to 6), Neutrals (7 – 8), and Promoters (9 – 10). The NPS indicator is calculated by subtracting the Critics’ percentage from the Promoter’s. A positive score (above 0) may be considered moderately good. A score above 50 shows that your company cares for good client relations.
Why is the Net Promoter Score so popular?
Many experts believe that the Net Promoter Score constitutes a valuable indicator of 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 employees becoming more focused on supporting the customer. Even though NPS is not a remarkably detailed methodology of researching customer satisfaction, its simplicity allows companies and organizations to undertake actions here and now, to quickly improve Customer Experience.