Indice
1. What is the Net Promoter Score?
2. Calculating the Net Promoter Score
3. NPS to improve customer experience
What is the Net Promoter Score?
The Net Promoter Score (NPS) is an index that measures customer loyalty to a company or product; it is a standardized measurement that can be compared with competitors. The NPS is based on a single question posed to customers who have used the service: "How likely are you to recommend this product/service to a friend?" The responses, based on a scale from 0 (not likely at all) to 10 (extremely likely), identify three types of customers: Promoters (scores 9 and 10): These are the customers with the highest repurchase rates and recommendations. Passives (scores 7 and 8): Customers who would neither recommend nor dissuade others from using the brand, holding a neutral stance. Detractors (scores 0 to 6): Customers who would not recommend the company and may leave negative reviews, discouraging others from choosing the brand.
Calculating the Net Promoter Score
NPS = (% Promoters - % Detractors)
With a Voice of Customer (VoC) program, it is possible to monitor NPS in real-time.
NPS to improve customer experience
“Companies spend a lot of time and money on complex tools to evaluate customer satisfaction. But they are measuring the wrong thing. The best predictor of revenue growth can usually be captured with a single survey question: Would you recommend this company to a friend? This insight comes from two years of research, where various survey questions were tested, linking the responses to actual customer behavior — purchase patterns and referrals — and, ultimately, to company growth. Surprisingly, the most effective question wasn't about customer satisfaction or loyalty itself. In most industries studied, the percentage of customers enthusiastic enough about a company to recommend it to a friend or colleague was directly related to competitor growth rates. The willingness to talk about a company or product to friends, relatives, and colleagues is one of the best indicators of loyalty because customers put themselves at risk when making a recommendation. When customers provide referrals, they are not just indicating they received good value from a company, but they are putting their own reputation on the line. They only risk their reputation if they feel an intense sense of loyalty.
"The one number you need to grow, Magazine Article Frederick F. Reichheld, 2003