Net Promoter Score

A Net Promoter Score® (NPS) is a pivotal metric that quantifies the loyalty shared between a provider and its consumers and is increasingly important in assessing a customer's willingness to recommend a company's product or service.

How Does NPS Work?

NPS delves into customer loyalty by segmenting them into three distinct categories: promoters, passives, and detractors. This classification enables us to highlight strengths and weaknesses, reveal growth potential, and identify businesses with strong customer loyalty.

Net Promoter Scores reflect the percentage differences between promoters and detractors. Rather than showing as a percentage, NPS results are expressed as a numerical value ranging from -100 to +100.

For instance, if 10% of respondents are Detractors, 20% are Passives, and 70% are Promoters, your NPS score would be 70-10 = 60.

Our Four-Step Approach:

• Consult: We begin by gaining a deep understanding of your business, its operations, and its services, enabling us to tailor our efforts and align with your needs.
• Survey: We then survey your customers, checking their pulse about their perception of the experience with your organization and the probability of engaging in future business.
• Analyze: We analyze the collected data, categorizing customer responses into the three segments of a Net Promoter Score®.
• Present: Our final step involves presenting and thoroughly discussing your Net Promoter Score®, which gives you an accurate understanding of your customer base as promoters, passives, and detractors, providing a clear roadmap for enhancing customer loyalty and identifying areas of weakness and strength.