Net Promoter Score

Net Promoter Score® is a simple yet powerful tool for measuring customer loyalty and advocacy, and is a leading indicator of future business growth. It asks your customers if they are likely to recommend your organisation to others.

From one (NPS) question you can calculate how many of your customers are Promoters, Detractors and Passives.

Promoters are very satisfied and engaged customers, who are loyal and will recommend you to family and friends.

Passives are customers who are satisfied but may switch to other suppliers if a better deal comes along. Passives can become Promoters if you work to improve their experience with you.

Detractors are unsatisfied customers who are not loyal advocates and may be actively providing negative ‘word of mouth’. If not remedied, this segment will not only take their business elsewhere, but can undermine other brand and business attributes.

Be customer focused and improvement driven

Incorporating Net Promoter Score into a well-designed CX program will help you drive customer-centricity and provide a high performance, evidence-based approach to improving customer experience.

Insync can help you design your CX programs to ensure you don’t make some of the common mistakes when using the Net Promoter Score. Our help can also reduce the likelihood of manipulation of your CX program. If you are going to interrupt your customers to get their feedback you should make sure your whole program is well designed and integrated into all your appropriate business processes.

This will include helping you design your CX program with appropriate “close the loop” functionality that ensures customer concerns are promptly identified and followed up which ensures an ongoing cycle of continuous improvement.

*Net Promoter Score (NPS) is a registered trademark, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.

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