What is Net Promoter Score (NPS)?
Net Promoter Score (NPS) measures the loyalty that exists between a provider and a consumer, and it was introduced by Bain & co in a Harvard Business Review article in 2003 and it has quickly become the most adopted method of measuring customer satisfaction in a way that should even be possible to link to revenue growth.How is Net Promoter Score (NPS) calculated?
Tracking your Net Promoter Score means to let your contacts answer one simple question:How likely is it that you would recommend our company/product/service to a friend or colleague?
...and you do that by letting them choose a number from 0 to 10 of which 10 is most likely.
People who answer 0-6 are called Detractors, and those who answer 9-10 Promoters (7-8 are passives and are not used to calculate your Net Promoter Score).
The Net Promoter Score is calculated by subtracting the percentage of customers who are Detractors from the percentage of customers who are Promoters, so you can end up with a value from -100 to +100. Anything above +50 is considered to be really good.
But how do I collect NPS, the Net Promoter Score data values from my customers?
In order to maximize the number of respondents, you should basically ask everyone all the time. And this is easier than you think.
You can add the question to the bottom of all your outgoing communication using Otto®.
We suggest you make it look something like this:
So how do I make it possible to show such a choice?
All you need to do is hit "Create NPS Sample Data" under Settings -> Data Templates, and most will be done for you!
For a full description of how to use it, see this knwoledge base article:
Get your own "How likely are you to recommend us" NPS feedback!
Contact us to get your own copy of Otto today.
