Crown me "Ms NPS" please?! Pretty puh....llleease...

NPS... otherwise known as Net Promoter Score. That's what I am doing, looking @, exploring... day in day out. And NPS was the reason I got to go to UK three weeks back.

I can see bubbles forming above all your heads.

Well... NPS is a customer advocacy research method that ask customers the question of
" How likely would you recommend <> to a friend or colleague?"

Customers are supposed to use a scale from 0 to 10 to answer this question, where 0 = highly unlikely..... and 10= highly likely.

People who rate the company 0 to 6 are called detractors, 7&8 are passives and 9&10 are promoters. Using the percentage of promoters to subtract that of detractors, gives you the NPS.

Cool? Sounds simple.... but there's so much behind this methodology... that I am getting myself quite immersed in. And.... I am supposed to be helping to implement this programme in my company... as it is proven to have a correlation with financial growth....

Am I getting boring? Go read it.... www.netpromoter.com

Comments

  1. Anonymous8:14 pm

    With NetPromoter, you actually lose a lot of valuable information by collapsing it. I work for a company that has a way better methodology. You need to look into the ACSI (American Customer Satisfaction Index) instead. I have plotted both NPS and ACSI results together, and although they can trend together, there is way more noise/error in NPS. Best of luck.

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  2. Anonymous9:39 pm

    Hey, hope your trip goes well. I hate to argue for or against Net Promoter - whatever you do to imporve customer loyalty is good for business!

    We have lots of news on Net Promoter on our site www.engaugement.net and I think you will like our 2-minute guide to NPS in cartoon form, especially if you have to explain it to unwilling people!

    Look here for the cartoon: http://www.engaugement.net/?p=42

    Hope you like it
    Adam

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  3. Anonymous10:04 pm

    I too am an NPS zealot. Unlike Anonymouse, I've found that the simplicity of this measure (unlike ACSI) allows companies to not only do this survey themselves, BUT provides them with tons of actionable data as well.

    I'll be attending the San Francisco Satmetrix conference in January of 2008. Hope to see you there!

    Denise Wymore
    Culture Consultant

    ReplyDelete
  4. Hi Adam,

    Just visited your site, and even joined the mailing list. Love it... and it will sure help as i embark on the NPS journey... ;)

    ReplyDelete

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