Posted on : March 10, 2017
Views : 0
Category : Management
The Net Promoter Score is a tool that shows you how to gain insight about the extent to which you are effectively differentiating. Calculate your NPS using the answer to a key question, using a 0-10 scale: How likely is it that you would recommend [brand] to a friend or colleague? Respondents are grouped as follows:
  1. Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
  2. Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
  3. Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter). source: netpromoter.com