These days, companies have no choice but to become customer-oriented. This means competing based on your offering alone (whether that may be a product or service) is no longer enough: it’s the customer experience that counts.
But what’s the golden standard for measuring this? That would be Net Promoter Score (NPS). Our infographic below introduces what NPS is and how you can use it to track and improve customer experiences at your business. Simply tap to enlarge.
- Net promoter score (NPS) is a metric that customer-facing organizations commonly use to measure customer experience.
- To calculate NPS, subtract the percentage of detractors from the percentage of promoters.
- A score of 0 or below is a negative score because it indicates that your company has more detractors than promoters, whereas a score of 80 or above is excellent.
- Measuring and improving NPS is important because it allows organizations to understand how customers perceive their brand, their business decisions, and more.
- Companies can improve their score by keeping a record of their previous scores, which can help them set realistic goals. They should also analyse customer feedback closely and communicate these insights with other departments in their organization.
Looking for the ultimate guide to NPS? Download it now by hitting the banner below.
NPS, Net Promoter and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.
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