What is a Net Promoter Score®?
More and more, the concept of the Net Promoter Survey (
NPS®) is drawing attention in
companies/organizations that want to ensure that they have a good
pulse on what their customers & clients truly think about them.
The concept of the Net Promoter Survey was created by Fred
Reichheld, Bain & Company and Satmetrix – it is actually a
registered trademark. The
NPS was introduced by Fred in 2003 in his Harvard
Business Review Article called “The One Number You Need to Grow”.
How can I take advantage?
In practice, though, the questionnaire to ascertain your
NPS® is pretty simple.
Essentially, it is a survey question where the respondent will
choose a ranking of between 0 and 10 for the following question:
“How likely is it that you would recommend our company/service to
a friend or colleague?”
Generally speaking, after asking that first question, the survey
is followed up with some text response questions. You can ask
about what you can do to improve if you don’t get a 9 or 10
ranking. You can also ask what customers like about you the most
if you do get a 9 or 10 ranking.
Engage respondents
The people that do give you a 9 or 10 are called “Promoters” while
the ones who give you a 7 or 8 are “Passives” and the ones who
give you a lower score than that are called “detractors”. No need
to point out the obvious… but your job would be to have as little
detractors and as many promoters as possible. The Net Promoter
Score® is then obtained by subtracting the percentage of detractors
from the percentage of promoters. Anything above a 70% is
generally good. Some companies such as Zappos have scores as high
as 90%.
There are many ways of
deploying your
Net Promoter Survey with FluidSurveys: create a custom URL,
send personalized email invitations to contact lists, embed within
a website, create pop-ups, generate QR codes or publish via social
media. You’ll be able to gain feedback from respondents in a way
that suits them and helps you understand their needs.
The FluidSurveys Advantage
The NPS’s main advantage is that it offers an easy to monitor
score that is also easily understandable.
Creating a Net
Promoter Survey using FluidSurveys and analyzing its results
is extremely simple. FluidSurveys provides a questionnaire
template which allows you to quickly gather your
NPS. Check out a
sample Net Promoter Survey to see what
FluidSurveys can do, or read our blog post on
creating a
Net Promoter Survey.
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.
