Net Promoter Score (NPS) - Customer Service Scoring
What is NPS?
is a measure used to gauge customer loyalty, satisfaction, and enthusiasm with a company that’s calculated by asking customers one question: “On a scale from 0 to 10,"
What is rated and how?
- Promoters respond with a score of 9 or 10 and are typically loyal and enthusiastic customers.
- Passives respond with a score of 7 or 8. They are satisfied with your service but not happy enough to be considered promoters.
- Detractors respond with a score of 0 to 6. These are unhappy customers who are unlikely to buy from you again, and may even discourage others from buying from you.
NPS Score Range NPS scores range from minus 100 to positive 100
Most common use case can be found in Information Technology (IT) is Customer Experience and one vendor that I use regularly has an NPS Score of 93.
It is not uncommon in Information Technology Vendors scores to be over 70 (in fact I won't do business with vendors w/ score lower than 82.)
Who created NPS? It was created by BAIN and Company to help companies and employees grow. Put another way, Bain designed a wholistic new way to evaluate customer satisfaction from the ground up. This measure includes lots of metric measures to aid in improvements.
Summary - I believe NPS scores will become a default measure of customer satisfaction for all types of products and services and industries in a few short years. Do you know your vendors NPS score? Will you start to ask about their NPS scores?
