Leveraging Net Promoter ScoreSM in Your Business
Section 9: In conclusion
If you've been reading our monthly posts, you've been reading each section of our latest white paper, "Leveraging Net Promoter Score in Your Business". This month, we bring it to a conclusion.
Net Promoter Score is a useful metric to help businesses understand their customers' experience and find ways to improve their business. Net Promoter Score is gathered by asking customers one question on a scale of one to ten, and other scales: "How likely is it that you would recommend {Company/Brand} to a friend or family member?" Customers responses are categorized as Detractors, Passives, and Promoters.
These scores are then used to calculate Net Promoter Score using a formula, resulting in a score on a scale from -100 to +100. Businesses can use this score as a benchmark for their customer experience and gauge their growth and improvement over time. Using feedback from customers, businesses can improve their processes and products to better serve their customers and improve their Net Promoter Score.
Net Promoter Score is just one of many metrics that help businesses to understand customer experience. It should be taken into consideration with a range of other metrics. Customer feedback trends have evolved over the years from surveys in-store, in the mail, on the phone, via email, to website surveys – but they are just that: trends. It is important to be agile and stay on top of customer feedback developments as the customer loyalty landscape evolves.
For additional reading on Net Promoter Score, check out The Ultimate Question 2.0 by Fred Reichheld.
Download the entire white paper "Leveraging Net Promoter Score in Your Business" here.